Customer Service & Call Center
•Dealing with VIP and high profile clients.
•Dealing with all owners inquiries including delivering and uncompleted projects.
•Manage and develop the Client Relations, ensuring that all processes, functions and systems are in place to provide satisfactory service to our clients from point of sale till handover of property.
•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, in order to ensure the consistent implementation of customer management.
•Manage the Quality Control team who is for snagging projects prior handover, highlighting all defects in the project, disengaging after rectification until physical handover to clients. Then coordinate with projects, manage and handle any complain might receive from owners from handover date until the end of defect liability period.
•Investigating and resolving the most complex problems and cases that are classified as escalation which includes working closely with Finance, Compliance and Contracts Departments.
•Responsible in the daily correspondence received specifically from customers, and resolving the issues as soon as possible or direct them to other relevant departments as required.
•Walk in guest complaint handling, installment collection and transfer of property & title deed documentation.
•Monitor and refine the overall customer experience strategy across project life cycle for all lines of business.