Executive, Customer Care (New Administrative Capital, New Administrative Capital) @ CED

<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Role</H2> </div><div><p>The Customer Care Executive maintains an ongoing level of engagement with key customers builds trusting relationships with clients and protects the brand by maintaining a positive image. He/she provides the highest quality of services to CED’s customers to achieve maximum satisfaction levels.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Key Accountabilities</H2> </div><div><p>- Update accurately the customer’s history/interactions and information on the system.<br> - Provide regular updates to customers on the status of their cases/requests.<br> - Escalate customer issues and report major problems to Superiors.<br> - Collect customer’s feedback (following given Survey/s).<br> - Handle efficiently and on time all tasks/cases assigned by superior/s.<br> - Provide accurately all needed reports &amp; data to superior/s.<br> - Ensure proper documentation and filing to customers’ requests.<br> - Attend daily/weekly/monthly staff meetings and proactively raise issues for group discussions and information sharing.<br> - Support the continuous enhancement of City Edge’s database quality and enrichment by collaborating with internal (and external) partners.<br> - Follow quality standards for customer and prospect data capture.<br> - Analyse City Edge’s customer behaviour.<br> - Handle customers’ requests and inquiries received via (call center/mobile app/website/social Media) on time (following given SLAs).<br> - Handle customer complaints and provide appropriate solutions in compliance with the company’s policy &amp; procedures.<br> - Meet walk-in customers with minimum waiting time and enhance the overall customer experience.<br> - Reply to customer calls, e-mails, and letters per SLAs.<br> - Achieve customer satisfaction via professional handling, timely problem resolution, product knowledge, regular updates, and willingness to help.<br> - Proactively share updates &amp; build sustainable relationships of trust with customers through consistency and accurate sharing of information.<br> - Conduct all necessary follow-ups with other departments on behalf of the customer to resolve his problems / accommodate his requests.<br> - Report repeated complaints/areas of improvement/challenges facing the team to the management for their reference and relevant action.<br> - Perform any additional tasks as requested according to the company’s policies and procedures.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Necessary Experience</H2> </div><div><p>1-3 years of experience, previous experience in real estate is preferred.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education Requirements</H2> </div><div><p>Bachelor’s Degree in Marketing, Finance, Business or equivalent.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Strategy &amp; Business Planning</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Budget &amp; Plans</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Policies , systems processes &amp; procedures</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">HSE &amp; Risk Management</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Change Management</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Continuous Improvements</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">People management</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Working Conditions</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Competencies</H2> </div><div><div>Analyzing &amp; Interpreting</div><div>Interacting &amp; Presenting</div><div>Organizing &amp; Executing</div><div>Supporting &amp; Co-operating</div></div></div></div>