Senior Executive, Customer Care

Occupation Description

The Customer Care Senior Executive maintains an ongoing level of engagement with key customers, builds trusting relationships with clients, and protects the brand by maintaining a positive image. He/she provides the highest quality of services to CED’s customers to achieve maximum satisfaction levels.

Job Scope

- Handle customers’ requests and inquiries received via (call centre/mobile app/website/social Media) on time (following given SLAs).
- Handle customer complaints and ensure providing appropriate solutions in compliance with the 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 per the agreed SLAs.
- Achieve customer 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-ups 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.
- 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.
- Collect customer’s feedback (following given Survey/s).
- Handle efficiently and on time all tasks/cases assigned by superior/s.
- Provide accurately all needed reports & data to superior/s.
- Ensure proper documentation and filing of customers’ requests.
- Attend daily/weekly/monthly staff meetings and proactively raise issues for group discussions and information sharing.
- Support the continuous enhancement of City Edge’s database quality and enrichment by collaborating with internal (and external) partners.
- Follow quality standards for customer and prospect data capture.
- Analyse City Edge’s customer behaviour.

Cont. Job Scope

Education and Training

- Bachelor’s Degree in Marketing, Finance, Business, Engineering or equivalent.

Most Common Work Experience Requested

- 3-5 years of related experience, preferably in the real estate industry.
- Solid understanding and knowledge of any Customer Care “ERP” systems.
- Experience working in a “performance-based” environment to foster it within the team.
- Proven work experience in Customer Care in either an in-house or an agency capacity.

Budget & Plans

Policies , systems processes & procedures

HSE & Risk Management

Change Management

Continuous Improvements

People management

Working Conditions

Competencies