Executive (Etapa), Community Management

Role

The Community Management Executive will provide the highest quality of services to CED’s customers to achieve maximum satisfaction levels and is responsible for performing regular site inspection to ensure the site condition meets company standards.

Key Accountabilities

• Handle customers’ requests and inquiries received via (call center/mobile app/website/social Media) on a timely manner (following given SLA’s).
• Handle customer’s complaints and ensures providing appropriate solutions in compliance to company’s policy & procedures.
• Meet walk-in customers with minimum waiting time and enhance the overall customer experience.
• Reply to customer calls, e-mails and letters in accordance to SLA’s.
• Achieve customer’s satisfaction via professional handling, timely problem resolution, product knowledge, regular updates and willingness to help.
• Proactively share updates & build sustainable relationships of trust with customers through consistency and accurate sharing of information.
• Conduct all necessary follow-up with other departments on behalf of the customer to resolve his problems / accommodate his requests.
• Report repeated complaints/areas of improvement/challenges facing the team to the management for their reference and relevant action.

Strategy & Business Planning

• Update accurately the customer’s history/interactions and information on the system.
• Provide regular updates to customers on the status of their cases/requests.
• Escalate customer issues and report major problems to Superiors.
• Conduct site tours and provide needed orientation to customers once assigned.
• Collect customer’s feedback (following given Survey/s).
• Handle site violations and enforcing the community rules to avoid repeating such violations
• Provide accurately all needed reports & data to superior/s.
• Attend daily/weekly/monthly staff meetings and proactively raise issues for group discussions and information sharing.
• Perform any additional task as required. 

Budget & Plans

Policies , systems processes & procedures

HSE & Risk Management

Change Management

Continuous Improvements

People management

Working Conditions

Necessary Experience

• • 1 - 2  years of experience
  • Previous experience in real estate is preferred

Education Requirements

Bachelor’s Degree in Business Administration, Hospitality, or any relevant field.

Competencies