Customer Relationship Manager

Bachelor of Business Administration(Management)

Nationality: Any European National

Gender: Female

Vacancy: 1 Vacancy

Job Description

As a Customer Relation Manager in the real estate sector, you will be responsible for building and maintaining strong relationships with clients, responding to client inquiries in a timely manner, solving client issues efficiently and effectively, developing strategies that meet Reportage goals and objectives, maintaining strong relationships with governmental entities and authorities, fostering cash collection to maintain a strong financial position, and monitoring customer complaints to ensure solutions meet both Reportage and client interests. Additionally, you will monitor call center agents to ensure they provide accurate, complete, concise, and efficient information to Reportage clients along with overseeing the handover process.

Responsibilities & Duties:

• Building strong relationships with clients and establishing trust.
• Understanding client requirements and providing accurate, complete, and efficient information.
• Maintaining regular communication with clients to verify their satisfaction regarding the information provided from the CRM department.
• Providing exceptional customer service and addressing client concerns promptly.
• Monitoring client complaints and ensuring the solutions provided meet Reportage and client interests.
• Monitoring client inquiries through different channels (Phone/ email/ in person) and ensuring the CRM staff provide services in the most effective manner.
• Developing cash collection strategies that enable Reportage to meet its financial obligations as they come due.
• Creating customer care response strategies to respond to client inquiries in a timely manner.
• Developing ongoing and strong relationship strategies with external and internal stakeholders (Governmental entities, clients, management, and Reportage different departments).
• Monitoring the cash collection process and ensuring timely collection of due amounts.
• Supervising, training, and mentoring CRM staff, providing guidance and support to enhance their performance and development.
• Fostering a culture of continuous learning and collaboration within the customer care team by sharing experiences, best practices, and solutions to common challenges.
• Ensuring seamless customer experience across all touchpoints, from property inquiries to after-sales services.
• Ensuring the team performs their duties according to Reportage policy and procedure and UAE law.
• Managing client inquiries generated through various channels (online, referrals, etc.).
• Promptly and effectively following up with Reportage clients.
• Qualifying leads and identifying their specific needs and preferences.
• Maintaining accurate and up-to-date client information in the CRM system.
• Tracking client interactions and activities.
• Analyzing CRM data to identify trends.
• Generating reports on cash collection, client inquiry response timelines, call center performance, handover process, and registration units/projects in governmental authorities.

Qualifications Requirements:

• Bachelor’s degree in business administration, real estate, or a related field.
• 7+ years of experience in CRM, facility management, or ownership association.
• Deep understanding of the UAE real estate market.
• Excellent analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Strong understanding of CRM software and related technologies.
• Excellent organizational and time management skills.
• Fluency in English is required.
• Knowledge of real estate laws, procedures, and market trends is preferred.
• Will consider Customer Relationship Manager only.