Partner Support Advisor

Position Title

Partner Support Advisor

Reports To

Partner Support Team Leader

Position Summary

As a Partner Support Advisor, you play a key role in shaping our customer experience and driving customer satisfaction and retention by resolving complex product and service issues, delivering expert guidance, and building relationships with internal and external stakeholders. This role plays a crucial part in shaping Property Finder s brand reputation, customer loyalty, and enhancing operational efficiency and effectiveness through the delivery of exceptional service. By aligning with our mission to transform living for the better across the region and fulfilling our brand promise, this role reinforces Property Finder s leadership in the market and contributes to sustainable business growth.

Key Responsibilities

• Serve as the main contact for partner inquiries via email, chat, phone, and other communication channels.
• Deliver consistent, high-quality service to enhance partner satisfaction, retention, and customer loyalty.
• Identify and address technical and operational challenges, ensuring effective solutions.
• Handle escalated issues promptly and accurately, collaborating with technical teams when necessary.
• Apply deep knowledge of company systems and products to manage partner cases efficiently.
• Leverage CRM and tools to manage cases and troubleshoot technical issues effectively.
• Work with CX and cross-functional teams to address partner needs and drive service enhancements.
• 
  Stay updated on industry trends, product developments, and service improvements.
• Spot inefficiencies in processes and suggest practical improvements.
• Support onboarding new team members, ensuring they receive the necessary training and guidance. Act as a mentor by sharing best practices and company knowledge to help them succeed.
• Proactively share partner feedback to drive continuous improvement and actively collaborate in cross-functional projects to enhance the overall partner experience.
• Ensure resolutions comply with company policies and guidelines.

The Person

Desired Qualifications

• Bachelor s degree in Business administration or a relevant field
• Fluency in both English and Arabic, with exceptional writing and speaking skills in both languages
• Advanced proficiency in using CRM systems.

Expected years of experience

• 2+ years of experience in customer service or support, preferably B2B.

Skills

• Exceptional problem-solving abilities to diagnose and resolve complex challenges effectively. Proven track record in managing escalations with precision and achieving successful outcomes.
• Demonstrated empathy by understanding and caring for customer concerns to create positive service experiences.
• Conflict resolution skills to manage disputes effectively and ensure mutually beneficial outcomes.
• Adaptability to quickly adjust to new systems, processes, or evolving customer demands.
• Strong time management skills to prioritize and handle multiple tasks in a dynamic environment.
• Excellent active listening skills to understand partner concerns and provide tailored solutions.
• Outstanding communication skills to convey information clearly and build strong relationships.

Behavioral competencies

• Customer-focused mindset with a passion for delivering excellence.
• Strong collaboration and teamwork abilities.
• Resilience and adaptability in dynamic environments.
• Proactive problem-solver with a solution-oriented approach.
• Ability to build trust and rapport with partners and internal teams.
• Positive attitude to maintain an upbeat and professional demeanor, enhancing the overall customer experience.
• Strong teamwork and collaboration skills to work effectively with colleagues, supervisors, and cross-functional teams.