Manager
Total des années d'expérience :0 years, 0 Mois
o Handles, manages and addresses customers’ complaints and other pending issues based
on company allocation including escalations from Customer Service Executives.
o Formulates standard scripts and spiels to be used for Customer Service Team ensuring
positive customer service experience.
o Conducts audits and quality monitoring activities to ensure that process is being followed.
o Identifies company’s areas for improvements and create action plans for strict
implementation.
o Accompanies clients to properties for site viewings and coordinates with brokers for tenant sourcing.
o Handles negotiations for rental amount and closed deals.
o Processes lease application, quotations, contracts, ejari and renewal rates as per RERA.
o Helps Accounts team in collecting fees related to rentals.
o Handles tenants’ complaints, ensures issue resolution and coordinates with maintenance requests accordingly for proper
scheduling.
o Manages the day-to-day planning and operation of the team to meet with the required service level components, standards
and sales targets.
o Analyzes the team's performance, creates specific action plans to hit the goal.
o Handles all HR related issues of customer service representatives including but not limited to payroll approval, issues
disciplinary actions, data filing both hard copies and updating electronic.
o Weekly, monthly and annual reporting and presentation of team performance.
o Coordinates with clients, vendors and upper management with regard to daily deliverables.
o Creates presentation of daily, weekly, monthly
o Responds to customers’ concerns, disputes, programming inquiries, promotions and technical issues via email and ensures
issue resolution.
o Keeps track of the company’s targets and KPIs are met on a monthly basis.
o Answer phones and respond to customer requests and inquiries.
o Maintains customers’ accounts using CRM applications.
o Ensures customer satisfaction on every call by resolving their concerns, processing their requests and talk to them with
enthusiasm and passion.
o Recommend process improvements.
o Answers inbound calls from customers’ queries on directions and listings of business, residential and government.
o Ensures KPIs are met on a monthly basis.
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