About the Role

We are seeking a highly organized and customer-focused Document Controller & Admin Executive to support the Defects Liability Period (DLP) and handover function within our real estate operations. The successful candidate will manage DLP and handover related documentation, coordinate with contractors and internal teams, handle customer inquiries and complaints, and provide administrative support throughout the customer journey.

This role requires strong communication skills, high attention to detail, and the ability to manage multiple tasks efficiently in a fast-paced, deadline-driven real estate environment.

Key Responsibilities

Customer Service & Client Communication

• Serve as key point of contact for customer inquiries and complaints.
• Respond to customer emails, requests, and follow-ups in a professional and timely manner.
• Resolve customer concerns efficiently and escalate issues when required.
• Maintain positive relationships with customers and ensure a high level of customer satisfaction.
• Track and monitor customer requests to ensure closure within agreed SLAs.

·        Gather client feedback and share it with the team to make continuous improvement in service delivery.

Document Management & Control

• Collect, organize, verify, and maintain DLP/Handover related documents, including snag lists, defect reports, warranty documents, completion certificates etc.
• Ensure all documentation is complete, accurate, and properly filed in both electronic and physical filing systems.
• Track document submissions, approvals, and renewals.
• Ensure compliance with company procedures and documentation standards.

Administrative Support

• Prepare reports, correspondence, and administrative documents.
• Generate and update reports and trackers using Excel and internal systems (e.g.: Salesforce, Onsite, Power BI, Field service App).
• Coordinate internally across departments (Handover, Customer Care, Community Management, Development) to support customer and contractor requests.
• Maintain accurate records and databases of DLP cases, defects, and resolutions.
• Support day-to-day office administration and operational activities.
• Assist in meeting coordination, including agenda preparation and minute-taking.
• Coordinate with the site DLP team, main contractor, subcontractors, and other vendors on defect rectification and maintenance works.
• Log, track, and follow up on maintenance and defect requests, coordinating with the service team for timely resolution.
• Monitor rectification timelines and flag delays or recurring issues to the DLP/Handover management team.
• Promote and encourage adherence to company DLP processes and standard operating procedures across all stakeholders.

Requirements

• Bachelor's degree or Diploma in Business Administration or a related field.
• Minimum 2 years of experience in an administrative, document control, customer service, or similar role.
• Real Estate industry experience is mandatory, prior exposure to DLP/handover/snagging processes is a strong advantage.
• Strong experience in handling customer complaints and customer service processes.
• Excellent verbal and written communication skills.
• Arabic speaker is preferred.
• Strong proficiency in Microsoft office and CRM/internal systems (salesforce/Onsite/Power BI)
• Excellent organizational and multitasking skills.