Customer Relations Executive - AFGRE - Cairo Festival City

Al-Futtaim - Cairo

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Experience Needed:
More than 5 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job

Role Purpose

Reporting to the Customer Relations Manager, this role is responsible for the residential sales customer journey throughout the buying process of residential property at Cairo Festival City. Being the primary interface with the customer from the reservation stage in the process to the final handover of the property, the Customer Relations Executive is responsible for ensuring complete customer satisfaction in the transaction and improving the performance, productivity & efficiency of the process through the provision of effective methods and strategies. This position is an integral part of the continuous improvement efforts of the Property Management team and vital to the reputation of AFGRE and Al Futtaim in upholding and improving customer service standards. The role holder will be accountable to have a remarkable impact on the after sales service, which will lead to customer satisfaction, spread a positive word of mouth and which will eventually reflect on the sales and business altogether.

Key Accountabilities

Customers

Primary interface between the residential sales team and the businesses customers and their requirements, ensuring courteous communication at all times and upholding absolute professionalism and the reputation of Al Futtaim

Customer Service Management

Customer Service launch & Communicate Plan

Event Management

Responsible for launching and executing events ad campaigns that will enhance the customer experience.

  • Event and promotion calendar
  • Event planning and execution
  • Create community engagement activities
  • Implement complementing program to boost sales
  • Support the digital platform launch and activity

Written Communication

Writing concise and professional business correspondence to the businesses customers assisting them to facilitate their purchase on time and ensuring the customer journey is recorded in the correct manner to create accurate records of all customer communication

Financial

Assisting the CRM and Finance team’s in the management of the business funds, ensuring full compliance with company policy. Assisting collection and accurate recording of customer funds

Liaise with Commercial and Financial teams for tracking cost and budget

Reporting

Produce departments customer services database reports with accurate and informative reporting of statistics each week/month to assist Management in making accurate and considered business related decisions on performance and good practice.

  • Customer Feedback Consolidation
  • Web based Feedback
  • Customer Satisfaction Survey

After Sales Service

Provide after-sale services to all customers by resolving any concerns or issues brought up by customers effectively and in a timely manner.

Legal

Managing all Legal documentation between the business and the customer to ensure accurate and timely delivery of all Contracts and that these are recorded in conjunction with business processes

Job Requirements

Minimum Qualifications and Experience:

  • 5 years managing an entire customer services process in high value goods or services area
  • Business and administrative processes related degree or similar
  • Proficiency of Microsoft Products to intermediate level

Job-Specific Skills:

  • Excellent written and spoken communication skills
  • Excellent level of report writing skills
  • Task orientated to get the job done
  • Good organizational and planning skills
  • The ability to lead and motivate a team
  • Problem-solving and decision-making ability
  • A polite and tactful but assertive attitude
  • Patience and calmness under pressure
  • The ability to handle complaints and difficult situations
  • Excellent computer and administrative skills.

Behavioural Competencies:

Communicate Effectively; Customer Championship; Passion for Excellence and Delivery; Technical & Professional Expertise; Innovation & Flexibility; Rallying Together; Developing Self & Others

About this Company

Al-Futtaim’s family business traces its origins back to the 1930s on the banks of the Dubai Creek, a trailblazer for innovative trading concepts designed to enrich lifestyles.

Today, Al-Futtaim is present in 29 countries, represents over 200 companies spanning the... (More)

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