Client Relations Support - Tagalog Speaker

Employment Type

About Nationwide Middle East Properties

Role Summary

Tagalog-Speaking Client Relations Support

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.

Required Qualifications

• Fluency in

Tagalog

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 And 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.

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.***