Job Description

JOB TITLE
Senior Associate, Customer Relations - Tilal Al Ghaf | MAF Properties | UAE Portfolio
ROLE SUMMARY
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 PROFILE

• Client Relationship Management: Acts as the main liaison with clients before and after handover, handling communication, service, and operational needs.
• Pre-Handover Activities: Coordinates project completion communications, leads status calls, ensures timely issue resolution, and prepares handover packs.
• Handover Coordination: Manages handover appointment scheduling, oversees key handover logistics, and ensures proper documentation and payment processing.
• Complaint and Risk Management: Tracks and addresses client complaints promptly and handles overdue customer cases, including defaults and terminations.
• Title and Mortgage Administration: Facilitates title deed transfers and mortgage processes for both off-plan and ready properties.
• Post-Handover Support: Oversees the defects liability period and engages residents through events and community activation efforts.
• Data and Process Integrity: Collaborates with data teams to ensure customer data accuracy and adheres to internal workflow processes.
• Performance Monitoring & CRM Initiatives: Conducts client feedback surveys, monitors call center performance, escalates major concerns, and identifies CRM improvement opportunities.

• Customer Journey Understanding: Should grasp the complexity of the property life cycle and customer experience.
• Communication Skills: Must have excellent written and verbal communication in both English and Arabic, with strong interpersonal abilities to build relationships.
• Customer Service Excellence: Demonstrates exceptional customer service, patience, and professionalism in handling complaints and unexpected situations.
• Work Ethic & Accountability: Able to work under pressure, is results-driven, takes initiative, and shows a strong sense of ownership over assigned tasks.
• Organizational Skills: Possesses good planning and prioritization skills to manage multiple responsibilities efficiently.
• Qualifications & Experience: Holds a Bachelor's degree or diploma with a minimum of 3 years' relevant experience, ideally within the Middle East