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Customer Relations Executive

Emirates Heights
North Coast, Alexandria
Posted 5 years ago
52Applicants for1 open position
  • 44Viewed
  • 8In Consideration
  • 35Not Selected
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Job Details

Experience Needed:
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Job Description

  • Meet & greet customers at our Showrooms with minimum waiting time using QUEUE system.
  • Meeting clients after signing the contract (Major purchase), sending welcome Letter and making sure of delivering our Sales KIT and all relevant documents and information's needed.
  • Prepare the required documents in advance for clients to facilitate his / her visit.
  • Be smart, courteous, polite, helpful and professional in customer approach.
  • Being the main focal point between customer and other departments such as Sales, Marketing, Operation, Finance, Legal, Handover & Technical.
  • Educate customers continuously with company products and all information's needed.
  • Answer calls within the first three rings and welcomes the customer.
  • Promptly return customer calls on the spot as a minimum turn-around time or 1 hour as a maximum.
  • Promptly Reply to customer inquiries through Meetings, Phone, E-mails, letters on the spot or within the same day as a Maximum in an effective manner.
  • Provide clarification to customers regard to Customer Life Cycle Policies & Procedures
  • Provide status update to customers on pending / ongoing cases.
  • Conduct necessary research and follow with other departments on behalf of the customer before coming up with recommendations.
  • Maintain accurate customer history on CRM software via ‘Interactions’ and ‘Service Requests’ in accordance with Customer Care SLA.
  • Prepare and maintain a Hard copy of files in order to back up CRM software.
  • Receive complaints, customer queries, resolve issues on the spot or within agreed timeline if needed and maintain usual follow up with customers.
  • Escalate customer issues and report major problems to Superiors.
  • Increase Customer satisfaction and increase first contact resolution.
  • Prepare ‘Exception Forms’ and collect the evidence to support the exception for customers in line with Policies & Procedures for management approval.
  • Attend weekly staff meetings and proactively raise issues for group discussions and information sharing.
  • Collect customer feedback.
  • Additional tasks when required by management.

Job Requirements

  • Bachelor degree in a relevant field.
  • Real estate experience is a MUST.

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