Client Relations Senior Executive

Role Purpose:

• The job holder ensures that the needs of customers are being satisfied. Their aim is to provide excellent customer service and to promote this idea throughout answering questions solving problems, facilitation issues and managing the expectations of the client from after the client signs their unit contract until they receive their apartment.

Job Duties:

First Line Account Management

• Deal with clients’ queries promptly and professionally and in reference to IGI- Group’s policies and procedures
• Keeping up regular contact with clients and look for opportunities for delivering added value to client relationships
• Meets face-to-face with customers regarding requests or complaints and issues resolution
• Handle customer complaints and requests in a timely manner.
• Prearranges customer visits, units handing over in terms of documentation with liaising with Handover
• Follows-up on customer requests for unit cancellation and recommendation for other unit sales.

Reporting and Documentation

• Follows up on contracts, filing and ensures that customers received their contracts
• Handles customer documentations like (Modifications request, cancellation requests, etc. …)
• Prepares and updates daily productivity report
• Follows-up on customer requests for unit cancellation and recommendation for other unit sales

Coordination and Alignment

• Escalates customer issues and complaints to SPV & Head of Client Relations within 24 hrs; using proper documents to address the issue
• Follows and adheres to company policies and procedures
• Follows-up with customers on payment of installments and late payment reminders upon request from Finance Department
• Follows-up with the customer on the collection and bad debt upon request from the Collections Department
• Follows-up up on customer unit completion schedule and liaises with the Engineering Department on actual versus projected