Customer Care Admin - Emirati Future Leaders

Job Purpose:

The purpose of this role is to manage customer relations by ensuring a smooth process of clients' post-sales requests as per the company’s SOP and guidelines, as well as facilitating all queries from walk-in clients by providing the highest standard of service.

Roles and Responsibilities:

1. Facilitate clients' post-sales requests and ensure successful completion within the defined SOP and SLA.
2. Ensure no pending open SRs are left unattended in the frontline queue.
3. Provide excellent customer service without breaching the defined waiting and serving times.
4. Register walk-in complaints and ensure to follow up until resolved.
5. Provide adequate guidance to clients and prioritize first contact resolution.
6. Participate in client engagements in all required stages when entertaining a client request.
7. Build and enhance client relationships in a manner that benefits all of Aldar’s stakeholders.
8. Generate potential leads and referrals that translate to a profitable exchange.
9. Supervise/train other staff members when delegated and ensure to enhance team performance.
10. Contribute and participate in system and process enhancements that serve our digital strategy positively.
11. Adhere to the defined front-line dress code and punctuality guidelines.
12. Comply with internal targets and support departmental objectives to achieve KPIs in targeted timelines.

Key Result Areas:

1. Customer Satisfaction Index (via Survey).
2. Smooth CRM Operations at all times.
3. Compliance with all Policies, Systems, Processes, and Procedures.
4. Effectiveness in resolving customer complaints & queries.

YoE / QUALIFICATIONS / SKILLS

RELATED YEAR OF EXPERIENCE

Minimum of: 4+ years of experience in customer service, sales in real estate, or any service industry.

YOE IN MANAGERIAL POSITION

Minimum of: N/A

SECTOR EXPERIENCE

Real estate sector or any customer service role.

TECHNICAL AND INTERPERSONAL SKILLS

• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel); working knowledge of databases or financial software is a plus.
• Able to multitask, prioritize, and manage time efficiently.
• Self-motivated and self-directed; able to work without supervision.
• Excellent verbal and written communication skills.
• Able to create trust and build relationships.
• Able to analyze problems and strategize for better solutions.
• Analytical approach with good numerical skills and understanding of statistical analysis.
• Logical thinking & problem solving.

QUALIFICATION

Bachelor’s degree in Commerce or related field.