Abdallah Al Balas

• Answered inbound calls from tenants, landlords, and potential clients regarding property leasing, renewals, and account inquiries.
• Provided accurate information about property availability, rental rates, contract terms, and Ejari registration.
• Assisted customers with online portal issues, including login problems, document uploads, and payment processing.
• Guided tenants through the contract termination and key handover process to ensure smooth move-out procedures.

CRM Management:

• Logged and updated customer interactions in the CRM system, ensuring accurate records for future reference.
• Tracked open cases and pending requests, following up to ensure timely resolution.
• Analyzed customer data and interaction history to provide personalized support and improve service efficiency.

Escalation Handling:

• Managed high-priority tenant complaints and escalated unresolved issues to relevant teams, such as maintenance, leasing, and finance.
• Liaised between customers and senior management, providing clear case summaries and status updates.
• Ensured escalated issues met SLA (Service Level Agreement) deadlines, minimizing tenant frustration and improving resolution time.

Guest Relations & Customer Service

• Ensured a seamless check-in and check-out process, handling VIP arrivals and special guest requests.
• Addressed guest concerns and complaints, resolving issues promptly to maintain high satisfaction.
• Provided personalized recommendations and assistance to enhance the guest experience.

Team Supervision & Operations

• Led and trained front desk agents, ensuring adherence to hotel standards and protocols.
• Monitored daily operations, ensuring smooth coordination between reception, housekeeping, and reservations.
• Managed booking discrepancies, room allocations, and special requests efficiently.

Administrative & Financial Duties

• Oversaw cash handling, billing, and daily reports, ensuring accuracy in financial transactions.
• Maintained reservation records, assisting with room inventory management and upselling strategies.
• Coordinated with other hotel departments to ensure a high standard of service delivery.