Yasser Asem Farid

Head of Customer Service-Hand over & Operations ManagementFull Time

• Job Details:Development of a Customer Relationship Management (CRM) Operations plan across the region for Tanmiyat projects and provide performance standards, tools, training and support to the Call Center & CR Team, in line with the overall strategy, in order to ensure the consistent implementation of customer management. Establish, manage and lead the Customer Relations, Hand over and Facilities management Team ensuring that all processes, functions and systems are in place to provide satisfactory service to all customers segment from point of sale to hand over of property. Effectively manage all Departments to the quality standards and service levels thatTanmiyat aspire by exceeding the expectations. Review, develop and communicate the existing CRM strategy, team member’s objectives and performance measures. Initiate and develop the units’ Handover and facilities management teams’ and strategies and their KPIs’ for the performance measures. Monitor and report on monthly performance, initiating remedial action where required to ensure the achievement of the priority projects, company targets and agreed KPI’s. Develop and motivate the CRM team and support team members to ensure that the right people are delivering required levels of performance. Manage Customer Relations team within agreed CRM processes and functions to ensure appropriate and effective handling of customer from point of initial contact to handover of property. Determine call center staff requirements by analyzing trends, including call volumes and patterns, staff productivity, developing forecasts and analyzing workflow. Effectively and efficiently schedule projects and tasks. Maintain tight deadlines with strict attention to details. Implement and formulation of the CRM strategy, business strategy and develop and implement a feasible and workable plan, in order to provide direction and manage the CRM. Ensure that all monthly and periodic reports as required by management are provided within the prescribed time and to the standards prescribed. Direct reporting to the group’s CEO with all monthly updates, reports and representing cases related to CRM on daily basis. Ensure that all agreed CRM systems and processes are followed, maintained and practiced by the CRM Team. Researching and understanding customer needs through conducting customer needs analysis and customer satisfaction service (CSS). Evaluating current state of CRM activity and identifying and prioritizing potential CRM initiatives. Involved in preparing the collection strategies with the collection department to enhance the percentage of the monthly collection. Work closely with the engineering department for all preparations and works related to the subdivision of units at the buildings project. Monthly meetings with the Infrastructure’s team to get their stand on the common areas updates and the community enhancement. Create and lead the In-house teams to manage and finalize the facilities works related to the Defect liability Period after Keys’ handover. Lead the process of recruiting and appointing the communities managers and Owners’ Association agents. Monitor and full supervision on the communities’ managers and the owners associations related to each project of Tanmiyat group. Involved in Budget creation for the master community and the villa community. Monitor, lead the cost modeling plan for the community and to create each element involved in the costing. Manage, lead the fit out committee in order to review the designs and codes related to any alterations in the villas community. Enhancing escalation plans (verbal and complaint handling processes) and planning improvements in customer care, based on customer feedback and Management directions. Establishing performance targets and KPIs for each Team Member and agreeing review dates. Reviewing ways of working and team structure to ensure optimization of resource and capabilities. Monitoring staff morale and where issues have been observed or highlighted pro-actively taking action, in consultation with Senior Management.

Customer Relationship Manager \ Sales ManagementFull Time

• Job Details:Implement internal process workflows and the workflows of the department. Implement a customer service strategy for the current community. Responsible of handing over the first gated community to Majid AlFuttaim in UAE. Managing and reviewing the development regulation control for all villas alteration and modification. Responsible of the final registration and transfers of the title deeds at the Sharjah Authority. Responsible of finalizing the process with the Sharjah Real Estate Registration Department with regards to the Sale and Purchase Agreement and the final payment plan. Responsible of all villas snags and to liaise with the project team to finalize all pending related issues. Represent the customer relations at the legal committee for Sale and Purchase Agreement for new phases. Participated with the state management to finalize the process of any modifications \ upgrades within the built up area for the sold villas. Responsible of assigning an outsourcing call center agency for future lunches at the sales stages. Responsible of finalize, testing and team training on the EPMS operating system at the sales center. Participated in banks relations and of signing the MOU with the strategic partnership banks. Serve as the primary interface to the Client in the sales office and maintaining the ongoing business relationship, during and after the initial implementation of Client set-up, with regard to operational needs, communication, Client service and performance. Anticipate and identify CRM opportunities and works with management, sales and operations personnel to prioritize those opportunities and Client needs and integrates them into the strategy. Escalate any and all concerns to appropriate senior Management Team members for resolution including communication with the Client where appropriate. Follow up with Clients regarding a variety of issues. Tracks and follows up to ensure resolution of issues. Proactively notifies Clients of any delays or issues. Know all pertinent project requirements (program, design, up-sell, cross-sell, etc). Contribute to client relations campaigns and events. Sales and Resale Management: Reviewing of issuance any new sales purchase agreements to clients depending on the type of sale/ unit transfer includes complete set of transfer documents required internally & NOC’s for authorities. Processing of transfers between buyers and assisting clients with legal documentation – both internal & external. Preparing final title registration documents and managing issuance and distribution of titles. Keeping custody of all SPA’s, performing any process checks that are necessary in order to ensure compliance with the process on releasing any security documents. Facilitating of any special transactions such as consolidations / transfers across projects and manage the document / authority requirements with the help of legal team. Collections; Collections of installments due on projects are followed up in a timely manner and collections are made at the earliest possible dates. Reminder letters to clients (Pre reminder / Final reminder / Cancellation Notices) are dispatched as per the agreed time lines and achievement of respective construction milestones of the project. Negotiate on payments / extensions request & meeting with clients as necessary to discuss payment most beneficial arrangements. Proposal of terminations cases for the review of the cancellation committee / Director of Sales. Ensure that all receipts are entered in the CRM for payments received from walk in clients & TT transfers, within 24 hours. Arranging for safe holding of all PDC’s & cash collected till banking dates, managing the proper security checks to mitigate any potential loss/theft of items held in the safes. Monitor all return cheques / unidentified payments and make efforts to collect or identify such payments to minimize overdue numbers. Help in any reconciliations issues from the CRM system to the financial system. Reporting Preparation of sales & collections reports that are required by Management - Marketing and Sales / Head of Sales on a weekly/ monthly basis. Preparation of all authority related reports required by corporate finance & treasury for submissions to any authorities. Preparation of the month end sales inventory & collection report, which is to be circulated within 7 days from month end. Providing the respective managers with necessary information when necessary. Managing the data flow from CRM to finance for accurate extraction of AR related reports / Enhancements & additional requirements that may be necessary form time to time.

Customer Relationship Management SupervisorFull Time

• Job Details:Demonstrate team leadership capabilities make decisions with minimal direction influence tactical direction. Builds relationships with multiple levels of business partner peers and management. Contribute to the preparation of establishment of customer service plan for other company branches (Customer Service Team and Objectives) Coordinate between customers and back teams in order to answer any inquiries related to work. Resolve any problems related to customers and tenants in order to ensure that the customers been updated with the required information. Assist customers with all data related to their concern property. Receiving customers’ complaints through e-mails and letters then discuss them with the business units or the concerned teams in order to solve those complaints and to provide the customers with a quality of service which meet their expectations from our customer service department. Responsible for analyzing the customers’ surveys and report all the necessary comments to the management through a monthly report. Arranging for weekly meetings with the team members in order to identify the weakness, strength in their performance and to assure that tasks been given are completed. Prepare and analyzing all cases related to consolidation requests from the VIP Customers and creates the weekly report for the committee management. Finalize the management decisions from the weekly meetings and start to action them and to negotiate with all clients involved. Set the strategy for the work stream within the team. Responsible of attending the committee board meeting every week to represent the Customer Service consolidation teams and to provide any clarification for the board members when needed. Coordinate between customer service team and finance team in order to review the client profiling status. Responsible of reviewing all the figures and the working materials been submitted from other team members (Consolidation Team) before submitting them to the committee Board Meeting. Assist the line manager on quarterly basis in providing a comparison for the milestone against the collection for each project and identify the defaulters. Maintain report reconciliation with bank statement for the subsidiary daily income (Grand Cinema, Jumeirah Golf club). Identify the defaulters’ clients and prepare and provide all related documents along with related form and submit the same to legal department in order to submitting it to the special committee at the Dubai court.