Executive – Customer Service (T) Full Time NEW

Job Description

Strategy and Planning

• Support in the development of an overall customer service & care strategy by the Director of Property Management






• Ensure the full implementation customer service & care strategy across the business.
• Define an effective and efficient internal service delivery model – including the delineation of general and technical services teams.
• Ensure all customer relationship activities are in alignment with the strategic objectives of the overall organization.

Operations

• Analyze customer requests received by email, Oracle Service Cloud, walk-ins, etc., and respond to them within an agreed timeframe. If necessary, escalate them as necessary.
• Follow the defined internal service delivery model and strategy when addressing customers.
• Responsible for preparing and sending out a general announcement to all DMC customers.
• Prepare and Issue NOC’s, Ejari Certificates, letters, circulars, memo’s, presentations, and emails to customers as required and ensure compliance with set KPIs.
• Maintain accurate customer records/documents related to their trade license, requests, approvals and issues of the facility leased to the customer.
• Oversee and handle incoming and outgoing communications to customers and government authorities on behalf of other departments of DMC.
• Own any customer interfaces on technical queries involving engineering contractors and consultants (i.e., receiving design submittals, communicating requirements and feedback, and communicating consent from Head of Project Development).
• Arrange meetings between customers and development department to address technical requirements.
• Prepare claims and forms for change requests and approvals in alignment with the development department & Leasing Dept.
• Prepare and present reports and statistics of customer service activities on a weekly and adhoc basis.
• Conduct customer satisfaction survey, new joinee surveys for new customers of DMC, exit interviews of customers vacating DMC and other surveys as and when requested by other departments of DMC.
• Generate document references for all incoming and outgoing documents for all departments of DMC and maintain a record of these documents.
• Assist all departments of DMC in the signature process of all documents.
• Support DMC customers as and when required to ensure the overall customer satisfaction levels as required.
• Manage and support the crew visa services and liaise with Authorities.
• Perform other job-related duties as assigned by the section head.