Position Summary:
The Customer Care function is responsible for managing the day to day operations of the department and is responsible to ensure that our Emaar customers are provided with high level of service by the team in accordance with department SLAs while achieving the MBOs and KPIs resulting in greater customer satisfaction.
Key Responsibilities:
- Empower and engage the Customer Care Team.
- Enhance the First Contact Resolution (A metric used to measure customer inquiries or problems resolved on the first contact with a representative or front office agent.) effectively.
- Define, negotiate, and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning and Customer Excellence teams to plan the required resource in conjunction with business objectives and service level agreements.
- Work effectively with all peers and the stakeholders to negotiate and influence customer service improvements.
- Create culture and processes with regards to their customer service which is in line with the business goals and objectives.
- Identify new tools and technologies to serve the customer in the best possible way.
- Drive better sales through best customer service.
- Improve CSAT (Customer Satisfaction), or other Customer Metric.
- Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.
- Drive quality and consistency.
- Continually develop improvements and embed successful change projects.
- Accountable for ensuring full regulatory compliance and legal requirements and Identification of any potential risk issues.
- Identifying and providing feedback through 1:1, effective use of personal development plans and provision of coaching & development opportunities.
- Act as the Voice of the Customer across the organization.
- Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.
- Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Head of Customer Excellence.
Required Education & Experience:
- UAE Market experience is mandatory.
- Real Estate, Hospitality or Commercial Real Estate Industry experience would be preferred.
- Minimum 10 years of experience into Property Management role preferably in a medium to large organization.
- Degree from a recognized University/College in engineering/architecture preferred but not required.
- Strong analytical, interpersonal, and negotiation skills.
- Arabic Speaking would be an advantage.