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Role Purpose:
Majid Al Futtaim Properties invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, and Hospitality pioneer across the Middle East, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
Role Purpose:
The job holder is responsible for meeting and assisting customers with regards to their handover related queries of their properties. The key person responsible for handing over of keys to customers, conducting Home Orientations and other handover related functions. In addition, the Property Handover Executive will work closely internally with all relevant departments and colleagues, within the company, and externally with homeowners within the context of company policies, SOPs and objectives as approved by management.
Role Details – Key Responsibilities and Accountabilities:
Communication:
- Handles all customer queries and complaints received through walk in, letters and emails and resolves their issues within specified timelines (as per SLA and priorities)
- Conducts necessary research and follows up with other departments on behalf of the customer before coming up with recommendations.
- Provides clarification to Customers about Property Handover Life Cycle Policies & Procedures.
- Provides customers with high level of service as per agreed department SLAs to achieve defined customer satisfaction level via professional and timely problem resolution, product knowledge and status update, willingness to help, timely call back and quick turnaround time in accordance with defined SLAs.
- Plan and monitor for the Customer Home Orientations schedule
- Conducts unit pre-checks, to ensure that unit is clean with aroma scent & utilities are connected.
- Contact customers one day prior the Home Orientation to reconfirm the Home Orientation and the documents required for it.
- Meet, greet and accompany customers to their home and community based on the Home Orientation schedule
- Updates customer on the facilities/amenities/retail outlets available in their community.
- Hands over keys, manuals and other relevant documents to customers after verification of the necessary documents.
- Explains the transaction processes to customer and assists with their queries.
- Guide and assist the Customers on transactions like transfer, mortgage, visa, land registration & Pre-registration transactions
- Follows up on pending customer issues with internal departments, banks/ financial institutions and keeps the customer posted on their transaction status.
- Ensures documents submitted by customers meet the set requirements for the respective property transaction.
Administration & Meetings:
- Ensures that all correspondences with Customers are updated in the system
- Ensures smooth coordination with other department regarding the customer queries.
- Maintains accurate customer history in the system and regularly update the relevant milestones in accordance with given SLAs.
- Prepares drafts for all communications that need to be sent to customers
- Monitors and regularly updates the customers on the status of their snags.
- Provides immediate line manager feedback received from the customers.
- Attends site visits for the upcoming projects for familiarization in order to be able to respond efficiently to customer queries.
- Attends weekly department meetings and proactively raise concerns for group discussions and information sharing.
- Attends identified trainings to develop relevant knowledge and skills.
- Completes assigned tasks within given deadlines
Definition of Success
- No. of Units conducted for Home Orientation within management approved SLA
- No. of Units Key Handed Over within management approved SLA
- CSAT/NPS after Home Orientation and after Handover
Functional/Technical Competencies:
- In-depth technical backgrounds on processes of property handover with customer
- Highly knowledgeable on customer snagging/desnagging, and property handover processes
- Excellent organizational and interpersonal skills.
- Excellent communication skills both written and verbal.
- Self-starter with initiative to handle all levels of contact
- Able to interact tactfully and effectively with customers.
- Ability to utilize available resources effectively.
Personal Characteristics and Required Background:
Skillset (job specific technical skills):
- Previous experience in Property Handover in top-notch master developer
- Previous experience in working with inter-department i.e Contact Center, Customer Care, Projects
- Previous experience in customer facing and consumer protection / conflict resolution
Minimum experience/Education:
- Min. 2 years of experience in property handover experience in major developer
- Min. 4 years overall experience in customer service industry or any related discipline
- Bachelor’s Degree Management or Business Admin or equivalent
