Client Relations Support - Tagalog Speaker
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Key skills for this role
About the Role
Nationwide Middle East Properties is seeking a Tagalog-speaking Client Relations Support professional in Abu Dhabi to handle customer support across online and phone channels and perform call quality assurance.
Key Skills for This Role
Responsibilities
- Handle inbound client inquiries across phone, live chat, email, WhatsApp, and property portals
- Make outbound calls for follow ups, confirmations, client care, and feedback collection
- Provide accurate information about listings, services, and processes
- Resolve client concerns and escalations with empathy and professionalism
- Log all interactions and maintain accurate records in CRM (Zoho CRM)
- Monitor and evaluate inbound and outbound calls against defined quality standards
- Track quality metrics and KPIs, and prepare regular QA reports
- Identify recurring issues and share constructive feedback with agents
Requirements
- Fluency in Tagalog (native or near native) and professional working proficiency in English
- Minimum 1 3 years of experience in customer support, contact centre, or call centre environment, ideally within UAE real estate
- Experience with or strong aptitude for call quality assurance, call monitoring, and evaluation
- Solid understanding of the real estate sales cycle and client journey in the UAE
- Proficiency with CRM systems (Zoho CRM preferred) and standard office software
Full Job Posting
Role Summary
- We are seeking a fluent Tagalog speaking Client Relations Support professional to own two core functions: delivering high quality customer support across online and phone channels, and performing quality assurance on the team's inbound and outbound calls.
Key Responsibilities
- Handle inbound client inquiries across phone, live chat, email, WhatsApp, and property portals (Bayut, Property Finder, Dubizzle).
- Make outbound calls for follow ups, confirmations, client care, and feedback collection.
- Provide accurate, helpful information about listings, services, and processes.
- Communicate fluently in Tagalog and English.
- Resolve client concerns and escalations with empathy and professionalism.
- Log all interactions and maintain accurate records in CRM (Zoho CRM).
- Monitor and evaluate inbound and outbound calls against defined quality standards.
- Track quality metrics and KPIs, and prepare regular QA reports.
- Identify recurring issues and share constructive feedback with agents.
- Support development of call scripts and QA criteria.
Required Qualifications
- Fluency in Tagalog (native or near native) and professional working proficiency in English.
- Minimum 1 3 years of experience in customer support, contact centre, or call centre environment, ideally within UAE real estate.
- Experience with or strong aptitude for call quality assurance, call monitoring, and evaluation.
- Solid understanding of the real estate sales cycle and client journey in the UAE.
- Proficiency with CRM systems (Zoho CRM preferred) and standard office software.
- Excellent interpersonal and communication skills.
Preferred / Desirable
- Prior experience in a dedicated quality assurance or quality analyst role.
- Familiarity with QA tools, call recording/monitoring software, and customer service KPIs.
- Experience with Abu Dhabi real estate processes and platforms (ADREC / DARI).
- An existing network within the UAE Filipino community.
- Familiarity with property portals (Bayut, Property Finder, Dubizzle).
- Valid UAE residency visa and eligibility to work in the UAE.
What We Offer
- Competitive salary plus performance incentives.
- Employment visa and medical insurance in line with UAE labour law.
- Supportive team environment and opportunities for professional growth.
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