Job Detail

  • Offered Salary 0
  • Experience 5 Years
  • Gender Any
  • Qualifications Degree Bachelor
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Job Description

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

Lead the Customer Relations team in all functions at every customer touch point from signing of Sales and Purchase Agreement and Property Handover Strategy prior to handover, during transition and post-handover operations including managing of defects liability period

Role Details – Key Responsibilities And Accountabilities

  • Improve customer service experience, increase customer engagement, and facilitate organic growth to increase customer satisfaction, loyalty, and retention and to meet their expectations.
  • Assist in developing and establishing procedures and policies governing customer correspondence and the handling of customer complaints and Defect Liability Period (DLP) phase management through every channel.
  • Assist in the development of Property Handover to Customers and Defects Liability strategies, policies and procedures.
  • Plan and lead customer relationship status calls, including scheduling, planning, communications, and post meeting review notes and dissemination of notes internally and to customers and provides follow-up on open issues.
  • Ensure customer complaints and issues are tracked and followed up to ensure prompt resolution.
  • Assist in implementing procedures to keep customers engaged; ensuring that customers receive value messages at all touch points.
  • Work with Senior Manager of CRM to build an effective and informative handover information book for the client whilst also developing a client web portal for in depth property development details
  • Mobilize and implement property transition / handover between developer and end user.
  • Assist in the collation & coordination of customer handover packs ensuring that each property has a handover pack presented to the customer.
  • Attend community events, market days and community engagement sessions.
  • Resolve any escalated concerns from the team including communication with the customer where appropriate.
  • Escalate any and all concerns for resolution including communication with customers where appropriate.
  • Assist in improving NPS score on sections in relation to Customer Journey from point of Customer Onboarding till Handover stage.
  • Conduct regular customer research and feedback surveys through customer touch points.
  • Assist in recruiting, mentoring, and developing customer relation executives and nurture an environment where they can excel through encouragement and empowerment.

Functional/Technical Competencies

  • Proven working experience as a customer service manager or assistant manager and demonstrate ability to think strategically and to lead the team.
  • Excellent knowledge of management methods and techniques
  • Proficiency in Arabic and English both verbal and written.
  • Working knowledge of customer service software, databases, and tools
  • Awareness of industry’s latest technology trends and applications
  • Strong client-facing and communication skills

Minimum Qualifications/education

  • Degree in Business Administration
  • 5+ years of experience in a similar job
  • Minimum 3 years working in a residential communities development company
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Required skills

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