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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 – 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
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