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

•    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

 

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 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

 

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 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.

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