Customer Service Executive

Job Goals

• Customer Satisfaction.
• Reduce customer wait time.
• Increase the quality of customer service responses.

Scope of responsibilities

• Deal directly with customers either by telephone, electronically or face to face.
• Establishing and Maintaining Interpersonal Relationships.

Accountabilities

• Confer with clients by telephone or in person to provide information about our projects and deliver on services after sales including the following but not limited to:
• Check to ensure that appropriate changes were made to resolve clients' request/issues
• Resolve clients' service or billing complaints by performing activities such as reconciling, refunding money, or adjusting payment plans
• Deliver non-Egyptian residential contracts overseas by our official courier service provider
• Refer unresolved customer grievances to designated departments for further investigation
• Determine charges for any unit modification services requested, collect deposits or payments, or arrange for payments
• Keep CRM system always updated with all client’s interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Deliver fully signed Contracts to new customers within service level agreement and educate clients about their payment plan details
• Welcome message to new clients after CEO signing contract and inform client with all necessary information for after sales services accessibility
• Archive contracts and update contract report to CRM manager
• Manage the contract cycle with all stakeholders (Finance, legal, engineering, and Contracts Dep.) to ensure service level agreement met
• Receive proof of transfer from clients (installment or down payment) and send a copy to AR Team
• Send clients proof of payments to keep track of their settlements
• Always updated with all legal contract terms to be able to relay and confirm any client’s questions regarding legal clauses and terms
• Arrange client visits to our project and keep clients informed and engaged with our latest construction updates.
• Maintain occasional engagement with our current clients as per plan assigned from management using official company communication channels
• Maintain and archive any written documentation provided by the clients in proper filing system.
• Represent the company in major exhibitions, conferences & Expos
• Log all details on CRM system