Role Purpose:
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 – 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.
1. Responsibilities between signing of SPA and property handover
- Developing project completion communication on an ongoing basis.
- 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.
- 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
- Execute the administration of the 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
2. Post-Handover Responsibilities
- Managing if the defects liability period with end users related to the 1st year after handover.
- Assist in arranging community events, market days and community engagement sessions to activate the community
3. 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 CRM 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.
- Monitor and review the performance of the external call center operations and performance.
Job Dimension – (E.g. Revenue & Budget size, Sales Volume etc.)
The candidate should be able to grasp the complexity of customer journey in a property life cycle. The ideal candidate will have strong communication and interpersonal skills with ability to manage and build relationships with customers and internally.
Other Context (if applicable):
Excellent Written & verbal communication in English and Arabic.
Ability to work under pressure , result driven and demonstrates the ability to take on additional responsibilities
Exceptional Communication and Customer Service Skills
Functional/Technical Competencies:
Good planning and organizing skills in order to manage priorities
Strong sense of accountability for projects tasks assigned
Personal Characteristics and Required Background:
Ability to demonstrate patience and handle unexpected complaints or events in a professional manner with a calming presence.
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Minimum Qualifications/education
Bachelor Degree or Diploma
Minimum experience
Minimum of 3 years’ Experience in similar field (1 year experience in Real estate preferable)
Experience in Middle East is an added value