* Serve as frontline operational point of contact for residents across assigned residential and mixed-use towers; investigate and resolve complaints and queries related to common areas, cleaning, security, and FM performance
* Monitor, update, and close CRM tickets received from the central call center within SLA targets; ensure timely communication with residents and call center agents
* Administer amenity and access requests including access cards, function rooms, BBQ areas, and storage rooms in line with association rules and deposit/inspection guidelines
* Draft, review, and distribute formal building communications, operational notices, and Breach Notices in fluent Arabic and English; maintain documentation and audit logs
* Conduct structured site inspections and quality audits across assigned towers; escalate technical defects and monitor FMSP performance against contractual service standards
* Maintain and moderate tower WhatsApp groups, broadcast essential updates, and follow up on urgent community posts and incidents within or outside standard working hours when required
* Act as designated reliever for fellow team members across other towers during leave or peak periods; contribute to process improvement and cross-departmental collaboration
Requirements
* Relevant diploma in facilities or property management, hospitality, communications, or a related field
* Minimum 2 years relevant experience in residential or mixed-use property operations, community management, facilities management, hospitality, or customer-facing coordination
* Fluency in written and spoken Arabic and English required for resident communication and bilingual notices
* Strong customer focus, collaboration, proactivity, and resident-centric service mindset
* Competent in Microsoft Word, Excel, and Outlook; ability to maintain accurate records, trackers, and documentation
* Ability to register, update, track, escalate, and close resident cases in CRM while monitoring response and resolution deadlines against SLAs
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