Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
Role Purpose:
To support the Customer Journey Service from signing of the Sales and Purchase Agreement to property handover and post-handover operations including managing of defects liability period, complaints and queries at any point of the customer life cycle.
Role Details – Key Responsibilities and Accountabilities:
Key Tasks:
Serves as the primary interface to the Client in building and maintaining the ongoing business relationship, during and after the initial implementation of Client set-up, with regard to operational needs, communication and client service.
1. Responsibilities between signing of SPA and property handover
• Plans and leads Client relationship status calls, including scheduling, planning, communications, and post meeting review notes and dissemination of notes internally and to Client and provides follow-up on open issues
• Follow up with Clients regarding a variety of issues. Tracks and follows up to ensure resolution of issues.
• Regularly interacts and meets with customers to execute and complete periodic projects such as villa customizations, interior and exterior amendments, internal material, show villa visits.
• Provide periodic feedback from customers to CX and Loyalty Program departments to assist them in enhancing customer experience
• Assist in the collation & coordination of the client handover packs ensuring that each
apartment has a handover pack presented to the client
• Manage and maintain handover appointment calendars for each handover ensuring
that cover is always in place and that the timing of handovers is effective.
• Ensure complaints are registered/tracked and responded promptly and with urgency
• Monitor overdue customers and make recommendations to initiate default and termination processes
• Manage the key handover process to customers as per the handover strategy and administer settlement payments and handover documentation including title deed transfer
2. Post-Handover Responsibilities
• Managing if the defects liability period with end users related to the 1st year after handover.
• Assist in arranging community events for existing customers, market days and community engagement sessions to activate the community
• Continue to address and manage customers complaints and provide outstanding service quality as per MAF standards
3. General Responsibilities
• Coordinate with the Data Management team to ensure the integrity of customer data and adherence to transaction and post-transaction processes.
• Anticipates and identifies customers related opportunities and works with management, sales and operations personnel to prioritize those opportunities.
• Escalate any and all concerns to Associate Manager- Customer Relations for resolution including communication with the Client where appropriate.
• Conduct regular customer research and feedback surveys.
• Knows all pertinent project requirements (program, design, up-sell, cross-sell, etc)
• Implement internal process workflows.
Other Context (if applicable):
• Excellent Written & verbal communication in English and Arabic.
• Ability to work under pressure , result driven and demonstrates the ability to take on additional responsibilities
• Exceptional Communication and Customer Service Skills
Functional/Technical Competencies:
Good planning and organizing skills in order to manage priorities
Strong sense of accountability for projects tasks assigned
Personal Characteristics and Required Background:
Ability to demonstrate patience and handle unexpected complaints or events in a professional manner with a calming presence.
Minimum Qualifications/education
Bachelor Degree or Diploma
Minimum experience
• Minimum of 3 years’ Experience in similar field (1 year experience in Real estate preferable)
• Experience in Middle East is an added value
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