Customer Relations Executive - Ajar

Who we are
Built by a passionate team of problem-solvers, Ajar Online is a mobile cloud
service built for the real estate market in the MENA region that uses
technology to offer a quick and efficient online rent payment & collection
solution as well as property management solution, making life easier and
rewarding for both landlords and tenants. As a growing startup, we are excited
to start expanding our team to grow our operations in UAE & Kuwait. Explore
what we do in more detail on our website.

Job Duties and Responsibilities:
* Build and maintain strong business relationships with the new and existing Ajar B2B customers to build loyalty and retention.
* Assist new customers in getting started with the company's products or services, ensuring a smooth onboarding & training process.
* Responsible for onboarding and KYC verifications of new clients on Ajar platform.
* Verify and qualify new landlord details.
* Verify the KYC Documents such as National ID/ Commercial License, Activation Form and/or Contract, Property ownership etc. of the landlords and make sure it complies with the internal procedures.
* Check and confirm the activation form/contract is completely filled and signed.
* Verify bank details, and add the same to the Ajar system.
* Add the properties and import tenants to the landlord's Ajar system and link to the desired bank.
* Confirm Zendesk ticket on the account activation.
* Reviews escalated support tickets that need immediate attention.
* Prepare the needed reports relating to accounts creation and onboarding
* Assess new client onboarding gaps and implement process enhancements to improve client onboarding experience.
* Maintain accurate customer records, interactions, and feedback in the company's CRM (Customer Relationship Management) system.
* Provide training to Ajar customers when needed (online and offline).
* Follow up with the existing subscribers, identify upselling/cross-selling opportunities and ensure renewals are paid on time.
* Gather feedback from customers about their experiences and relay this information to relevant departments for improvement.
* Develop and implement strategies to retain existing customers, reducing churn rates. Implement customer retention programs, loyalty initiatives, and special offers to retain and reward valued customers.
* Generate reports and analyze data related to customer interactions, satisfaction, and trends to provide insights for decision-making.
* Collaborate with sales, marketing, and support teams to ensure a cohesive and positive customer experience.
* Conduct customer satisfaction surveys to assess service quality and gather insights for improvement.
* Conducting market research to identify new customer segments and opportunities.
* Possess in-depth knowledge of the company's products or services to provide accurate information and guidance to customers and stay updated on industry trends, best practices, and emerging technologies to enhance the overall customer experience.
* Maintain a feedback loop with product development teams to communicate customer needs and preferences, contributing to product improvement.

Knowledge, Skills and Abilities:
* ‎5+ years of experience in sales, account management or equivalent roles.
* Basic understanding of economic, legal, and regulatory factors around e-payments services.
* Experience in the real estate market is a plus.
* Experience with CRM's like Zendesk and Hubspot is needed.
* Experience working with SAAS based business is desired.
* Exceptional sales and negotiation skills.
* Strong B2B customer service and client management skills.
* Skilled in upselling and cross selling.
* High level of numeracy and literacy.
* Courteous and professional, with ability to handle different customer personality types.
* Excellent telephone etiquete.
* Strong computer skills in Google tools (Google Docs, Sheets, and Slides etc.)
* Excellent verbal communication, fluent in Arabic & English.
* Strong verbal and written communication skills in English and Arabic.

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