The Role
Serves as the primary operational contact for residents across residential and mixed-use towers. Manages CRM cases within SLA targets, coordinates amenity and access requests, prepares bilingual building communications, conducts site inspections and quality audits, monitors facilities service performance, moderates resident WhatsApp groups, handles incidents, and supports coverage across towers and process improvement efforts.
Summary Generated by Built In
* 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
Skills Required
- Relevant diploma in facilities management, property management, hospitality, communications, or a related field
- At least 2 years of 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
- Strong customer focus, collaboration, proactivity, and resident-centric service mindset
- Competence 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 SLA deadlines
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The Company
What We Do
Madre Integrated Engineering is a multinational triangular employment and outsourcing corporation headquartered in Qatar, specializing in providing global talent for projects and offering facility management solutions.
