Customer Relationship Manager (CRM)

Responsibilities:

1. Dealing with VIP and high profile clients.
2. Handling all owners' inquiries including delivering and uncompleted projects.
3. Manage and develop Client Relations, ensuring all processes, functions, and systems are in place to provide satisfactory service to clients from point of sale till handover of property.
4. Responsible for the development of a Client Relationship Management operations plan and provide performance standards, tools, training, and support to the Call Center & CR Team, in line with the overall strategy, to ensure consistent implementation of customer management.
5. Manage the Quality Control team responsible for snagging projects prior to handover, highlighting all defects, and coordinating with projects to manage any complaints received from owners from handover date until the end of the defect liability period.
6. Investigate and resolve complex problems and cases classified as escalations, working closely with Finance, Compliance, and Contracts Departments.
7. Handle daily correspondence from customers, resolving issues promptly or directing them to relevant departments as required.
8. Manage walk-in guest complaint handling, installment collection, and transfer of property & title deed documentation.
9. Monitor and refine the overall customer experience strategy across the project life cycle for all lines of business.

Requirements:

1. Arabic - Native / Mother Tongue
2. English - Fluent / Excellent
3. Own a Car: Any
4. Have Driving License: Any
5. Any bachelor's degree from a reputable university.
6. Minimum 12 years of experience in a relevant function.
7. Experience managing customer escalations.
8. Strong customer service background.
9. Team management & team leadership experience.
10. Fluent English is a must.
11. Presentable and detail-oriented individual.

About The Company: