About this role
Occupation Description The Customer Care Senior 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. Job Scope - Handle customers’ requests and inquiries received via (call centre/mobile app/website/social Media) on time (following given SLAs). - Handle customer complaints and ensure providing appropriate solutions in compliance with the company’s policy & procedures. - Meet walk-in customers with minimum waiting time and enhance the overall customer experience. - Reply to customer calls, e-mails, and letters per the agreed SLAs. - Achieve customer satisfaction via professional handling, timely problem resolution, product knowledge, regular updates, and willingness to help. - Proactively share updates & build sustainable relationships of trust with customers through consistency and accurate sharing of information. - Conduct all necessary follow-ups with other departments on behalf of the customer to resolve his problems / accommodate his requests. - Report repeated complaints/areas of improvement/challenges facing the team to the management for their reference and relevant action. - Update accurately the customer’s history/interactions and information on the system. - Provide regular updates to customers on the status of their cases/requests. - Escalate customer issues and report major problems to Superiors. - Collect customer’s feedback (following given Survey/s). - Handle efficiently and on time all tasks/cases assigned by superior/s. - Provide accurately all needed reports & data to superior/s. - Ensure proper documentation and filing of customers’ requests. - Attend daily/weekly/monthly staff meetings and proactively raise issues for group discussions and information sharing. - Support the continuous enhancement of City Edge’s database quality and enrichment by collaborating with internal (and external) partners. - Follow quality standards for customer and prospect data capture. - Analyse City Edge’s customer behaviour. Cont. Job Scope Education and Training - Bachelor’s Degree in Marketing, Finance, Business, Engineering or equivalent. Most Common Work Experience Requested - 3-5 years of related experience, preferably in the real estate industry. - Solid understanding and knowledge of any Customer Care “ERP” systems. - Experience working in a “performance-based” environment to foster it within the team. - Proven work experience in Customer Care in either an in-house or an agency capacity. Budget & Plans Policies , systems processes & procedures HSE & Risk Management Change Management Continuous Improvements People management Working Conditions Competencies Analyzing & Interpreting Interacting & Presenting Organizing & Executing Supporting & Co-operating