Customer Relations Executive

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 - 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' Experience in similar field (‎1 year experience in Real estate preferable)
* Experience in Middle East is an added value