Passant Essam Attia

Client relations Assistant Manager at Capital Group Properties

New Cairo, Cairo, Egypt

Apr 2019 - Present -6 yrs, 2 months

Egypt , Cairo

Job Details:2022-02 - Current Customer Care Assistant Manager Capital Group Properties , Cairo • Demonstrate creativity and resourcefulness through development of innovative solutions. • Providing support and mentoring team members • Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices. • Reviewing exceptions on weekly basis that requires management approvals and presented to management committee. • Generated weekly and monthly reports to highlight customer service performance and measure milestones. • Address customer complaints and mitigate dissatisfaction by employing timely and on-point solutions. • Maintaining safe, professional environment for all team members • Monitoring daily operations and ensuring proper documentation for all activities that took place. • Exercise leadership capabilities by successfully motivating and inspiring others. • Defining clear targets and objectives to achieve maximum clients' satisfaction. • Maintaining professional demeanor by staying calm when addressing unhappy or angry customers. • Develop detailed plans based on management guidance and direction. • Implementing effective customer loyalty program.

Oct 2017 - Apr 2019 -1 yr, 6 months

Egypt , Cairo

Job Details:2017-10 - 2019-04 Senior Handover Executive Emaar, Cairo • Conducting & assuring smooth communication with the client regarding unit's delivery & financial status while pushing to expedite handover & minimize delays by accommodating customers' requests. • Sending notification letters by e-mail to confirm delivery. • Contacting client by phone to clarify Handover procedures including payments, collection, cutoff date, keys delivery, site visit and all related documents. • Taking steps to ensure handover occurs before cutoff date. • Set appointment for conducting Handover according to schedule. • Refer complaints and relocation cases to customer care and follow up upon them to assure cases are finalized in timely manner. • Responding to client requests on time assuring prompt response either by complying or referring request to relevant departments. • Updating clients on comments' raised during HO visit (if any) and their expected completion dates. • Providing clients with smooth handover process. • Providing clients with different methods of payment to facilitate overseas payments and giving options to delegate someone to be handed over on their behalf by filling out and signing our authority letter template. • Scanning handover documents to ensure proper archiving. • Updating daily operations sheet for easier access to any team member and ensure proper tracking and reporting.