Senior Executive - Residential Handover - Dubai Holding Real Estate

Job Purpose

JOB DESCRIPTION

The job holder will be responsible to provide exceptional customer service, facilitate efficient key handovers while maintaining strong collaboration with internal teams to deliver a positive experience for customers transitioning into their new properties ensuring quality assurance and customer satisfaction

Key Accountabilities

Customer Communication And Resolution

Respond to customer complaints and queries received through various channels (walk-ins, fax, letters, emails) and resolve issues within specified timelines, adhering to Service Level Agreements (SLAs) and prioritization for timely and effective resolution of customer complaints, fostering satisfaction and trust.

Conduct research and collaborate with other departments to provide well-informed recommendations to customers.

Provide clarification to customers with regard to Customer Life Cycle Policies & Procedures for enhanced customer thus reducing confusion.

Provide customers with a high level of service as per agreed department SLAs to achieve defined customer satisfaction level via professional and timely problem resolution, product knowledge and status update, willingness to help, timely call back, and quick turn-around time in accordance with defined SLAs

Plan and execute customer handovers, ensuring a seamless and positive experience.

Pre-Handover Preparation

Conduct pre-checks to ensure that units are ready for handover, ensuring a positive customer experience..

Contact customers one day prior to key handover to confirm appointments and required documents to minimize delays in handover process.

Escort customers to their new homes as defined in the project handover customer journey enhancing their overall experience.

Update customers on the available facilities, amenities, and retail outlets in their community contributing to their comfort.

Hand over keys, manuals, and relevant documents to customers after verifying necessary documentation to ensure accurate and secure key handovers, meeting customer expectations.

Handle land registration and pre-registration transactions for customers.

Administrative Support

Maintain accurate records of all correspondence in the system facilitating timely reference to records.

Co-ordinate smoothly with other departments to address customer queries for effective resolution of customer inquiries.

Ensure accurate customer history in the system via Interactions and Service Requests, updating milestones in line with SLAs.

Maintains accurate customer history in the system via ‘Interactions’ and ‘Service Requests’ and regularly updating milestones in line with SLAs.

Monitor and regularly update customers on the status of snag resolutions.

Provide immediate feedback to the line manager based on customer input for continuous improvement in service delivery.

Meetings And Training

Attend site visits for upcoming projects in order to be able to respond efficiently to customer queries for enhanced responsiveness to customer inquiries and concerns based on site knowledge.

Participate in weekly staff meetings, proactively raising issues for discussion and sharing information for effective communication within the team fostering collaboration and issue resolution.

Attend identified training sessions to enhance knowledge and skills.

Complete assigned tasks within given deadlines to contribute to the efficiency of the department.