Customer Relations Executive

Dubai, United Arab Emirates

Job Description

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Executive, Customer Relations Management
To support the Customer Journey Service from signing of the Sales and Purchase Agreement to property handover and post-handover
operations including managing of defects liability period, complaints and queries at any point of the customer life cycle.
Role Details \xe2\x80\x93 Key Responsibilities and Accountabilities:
Key Tasks:
Serves as the primary interface to the Client in building and maintaining the ongoing business relationship, during and
after the initial implementation of Client set-up, with regard to operational needs, communication and client service.
Responsibilities between signing of SPA and property handover:
  • Plans and leads Client relationship status calls, including scheduling, planning, communications, and post meeting review notes and dissemination of notes internally and to Client and provides follow-up on open issues.
  • Follow up with Clients regarding a variety of issues. Tracks and follows up to ensure resolution of issues.
  • Regularly interacts and meets with customers to execute and complete periodic projects such as villa customizations, interior and exterior amendments, internal material, show villa visits.
  • Provide periodic feedback from customers to CX and Loyalty Program departments to assist them in enhancing customer experience.
  • Assist in the collation & coordination of the client handover packs ensuring that each apartment has a handover pack presented to the client.
  • Manage and maintain handover appointment calendars for each handover ensuring that cover is always in place and that the timing of handovers is effective.
  • Ensure complaints are registered/tracked and responded promptly and with urgency
  • Monitor overdue customers and make recommendations to initiate default and termination processes
  • Manage the key handover process to customers as per the handover strategy and administer settlement payments and handover documentation including title deed transfer

Post-Handover Responsibilities:
  • Managing if the defects liability period with end users related to the 1st year after handover.
  • Assist in arranging community events for existing customers, market days and community engagement sessions to activate the community.
  • Continue to address and manage customers complaints and provide outstanding service quality as per MAF standards

General Responsibilities:
  • Coordinate with the Data Management team to ensure the integrity of customer data and adherence to transaction and post-transaction processes.
  • Anticipates and identifies customers related opportunities and works with management, sales and operations personnel to prioritize those opportunities.
  • Escalate any and all concerns to Associate Manager, Customer Relations for resolution including communication with the Client where appropriate.
  • Conduct regular customer research and feedback surveys.
  • Knows all pertinent project requirements (program, design, up-sell, cross-sell, etc)
  • Implement internal process workflows.

Minimum Qualifications/Education
  • Bachelor Degree or Diploma

Minimum Experience
  • Minimum of 3 years\xe2\x80\x99 Experience in similar field (1 year experience in Real estate preferable)
  • Experience in Middle East is an added value

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Job Detail

  • Job Id
    JD1508812
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Dubai, United Arab Emirates
  • Education
    Not mentioned