Property Handover Executive at EMAAR ( Dubai )

Description

 

Job Purpose:

The job holder is responsible for meeting and assisting customers with regards to their queries on their properties. In addition they are responsible for handing over of keys to customers, conducting Home Orientations and co-ordinating for handover of projects.

Key Accountabilities:

Communication:

• Handles all complaints and customer queries receives through walk in fax, letters and e-mails and resolves their issues within specified timelines (as per SLA and use of priorities)
• Conducts necessary research and follows up with other departments on behalf of the customer before coming up with recommendations.
• Provides clarification to customers with regard to Customer Life Cycle Policies & Procedures.
• Provides customers with high level of service as per agreed department SLAs and MBOs 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.
• Plans for the Customer Home Orientations for the existing day.
• Conducts pre-checks for the next day, to ensure that unit is clean and utilities are connected.
• Contact customers one day prior the Home Orientation to reconfirm the Home Orientation and the documents required for it.
• Escorts customers to their home based on the Home Orientation schedule prepared by the communication team.
• Updates customer on the facilities/amenities/retail outlets available in their community.
• Hands over keys, manuals and other relevant documents to customers after verification of the necessary documents.
• Handles Land registration & Pre-registration transactions for customers.

Administration:

• Ensures that all correspondences are updated in Oracle.
• Ensures smooth coordination with other department with regard to the customer queries.
• Maintains accurate customer history in Oracle via ‘Interactions’ and ‘Service Requests’ and regularly update the relevant milestones in accordance with given SLAs.
• Monitors and regularly updates the customers on the status of their snags.
• Provides immediate line manager feedback received from the customers.

Meetings:

• Attends site visits for the upcoming projects in order to be able to respond efficiently to customer queries.
• Attends weekly staff meetings and proactively raises issues for group discussions and information sharing.
• Attends identified trainings to develop relevant knowledge and skills.
• Completes assigned tasks within given deadlines

Job Context:

The job holder will work closely internally with Senior Executive and as well as externally with homeowners within the context of company policies, standard operating procedures and objectives as approved by Emaar Properties PJSC’s Executive Management

 

Qualifications

 

Qualification:

• Bachelors/Diploma Degree in Business Administration

Experience:

• Minimum of 2 years experience in Administration or Customer Services.

Skills:

• Excellent organizational and interpersonal skills.
• Excellent communication skills both written and verbal,
• Self-starter with initiative to handle all levels of contact
• Ability to interact tactfully and effectively with customers, occasionally in situations where relationships may be strained.
• Ability to communicate clearly and precisely (oral and written)
• Ability to integrate well into teams & work towards achieving team results.

 

Primary Location

: United Arab Emirates-Dubai

Job

: Customer Service

Organization

: Emaar Properties

Schedule

: Full-time

Shift

: Rotating

Employee Status

: Permanent

Job Type

: Experienced

For Applying : ramielisap@emaar.ae