Overview
Client Relations Support – Tagalog Speaker Jobs in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates at Nationwide Middle East Properties LLC
Title: Client Relations Support – Tagalog Speaker
Company: Nationwide Middle East Properties LLC
Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
Client Relations Support – Tagalog Speaker
Customer Support & Call Quality Assurance
Company: Nationwide Middle East Properties (NWMEA)
Location: Abu Dhabi, United Arab Emirates
Employment Type: Full-time, on-site
Department: CRM
Reports To: CRM Manager
About Nationwide Middle East Properties
Nationwide Middle East Properties is a real estate brokerage based in Abu Dhabi, serving a diverse base of buyers, sellers, tenants, and investors across the UAE property market. As we grow our sales team, we are looking for client-focused professionals who help us deliver a seamless, trustworthy experience at every stage of the property journey.
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. You will be both a front-line point of contact for our Filipino and English-speaking clients and an internal guardian of service quality — ensuring every client interaction reflects NWMEA's professional standards. The ideal candidate combines real estate experience with strong communication skills, a keen eye for detail, and a genuine service-first mindset.
Key Responsibilities
1. Customer Support (Online & Phone)
- Handle inbound client inquiries across phone, live chat, email, WhatsApp, and property portals (Bayut, Property Finder, Dubizzle), responding promptly and professionally.
- Make outbound calls for follow-ups, confirmations, client care, and feedback collection.
- Provide accurate, helpful information about listings, services, and processes, and guide clients clearly through each step.
- Communicate fluently in Tagalog and English to serve Filipino and English-speaking clients.
- Resolve client concerns and escalations with empathy and professionalism, ensuring timely follow-through.
- Log all interactions and maintain accurate, up-to-date records in the CRM (Zoho CRM).
- Deliver a consistent, high-quality customer experience across every channel.
2. Quality Assurance (Inbound & Outbound Calls)
- Monitor and evaluate inbound and outbound calls (live and recorded) against defined quality standards and scorecards.
- Assess communication quality, accuracy, compliance, script adherence, and brand tone on each call.
- Track quality metrics and KPIs, and prepare regular QA reports and dashboards for management.
- Identify recurring issues, gaps, and coaching opportunities, and share clear, constructive feedback with agents and team leads.
- Support the development and refinement of call scripts, QA criteria, and customer-service best practices.
- Participate in calibration sessions to ensure consistent, fair, and objective evaluation across the team.
- Contribute insights that help improve service quality, client satisfaction, and conversion.
Requirements
Required Qualifications
- Fluency in Tagalog (native or near-native) and professional working proficiency in English, both spoken and written.
- Minimum [1–3] years of experience in a customer support, contact-centre, or call-centre environment, ideally within the UAE real estate sector.
- 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, a keen eye for detail, and the ability to give feedback diplomatically.
- Customer-focused, organized, and able to manage multiple priorities in a fast-paced environment.
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 (e.g., CSAT, average response time, first-call resolution).
- 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.
Benefits
What We Offer
- Competitive salary plus performance incentives (commensurate with experience).
- Employment visa and medical insurance in line with UAE labour law.
- A supportive team environment and clear opportunities for professional growth within a growing brokerage.
Nationwide Middle East Properties is an equal-opportunity employer and welcomes applicants from all backgrounds.