About Dubai Holding Real Estate:
Dubai Holding's real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai's residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centers, mosques, schools, supermarkets and landscaping.
Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.
Job Purpose:
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 Responsibilities:
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.
Candidate Qualifications, Experiences & Skills:
- Bachelor's degree in Administration/Property Management
- In-depth knowledge of real estate industry payment practices and procedures.
- 2-4 years experience in similar role; in customer service, property management, or a related field.
- Well versed in any property management software - preferred
- Excellent analytical and problem-solving skills
- Exceptional customer service orientation with a focus on customer satisfaction.
- Ability to work both independently and collaboratively in a fast-paced and dynamic environment
- Strong verbal and written communication skills.
- Ability to prioritize collections efforts based on the urgency of outstanding payments.
About the Benefits:
At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.
