About this role
<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">Occupation Description</H2> </div><div><p>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.</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">Job Scope</H2> </div><div><p>- Handle customers’ requests and inquiries received via (call centre/mobile app/website/social Media) on time (following given SLAs).<br>- Handle customer complaints and ensure providing appropriate solutions in compliance with the company’s policy & 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 the agreed SLAs.<br>- Achieve customer satisfaction via professional handling, timely problem resolution, product knowledge, regular updates, and willingness to help.<br>- Proactively share updates & 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>- 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 & data to superior/s.<br>- Ensure proper documentation and filing of 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><br></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">Cont. Job Scope</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">Education and Training</H2> </div><div><p>- Bachelor’s Degree in Marketing, Finance, Business, Engineering 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">Most Common Work Experience Requested</H2> </div><div><p>- 3-5 years of related experience, preferably in the real estate industry.<br>- Solid understanding and knowledge of any Customer Care “ERP” systems.<br>- Experience working in a “performance-based” environment to foster it within the team.<br>- Proven work experience in Customer Care in either an in-house or an agency capacity.</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">Budget & 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 & 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 & 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 & Interpreting</div><div>Interacting & Presenting</div><div>Organizing & Executing</div><div>Supporting & Co-operating</div></div></div></div>