Assistant Analyst
CBRE
Total years of experience :17 years, 5 Months
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- Assist with data collection and research activities, location and property descriptions.
- Produce comparable data reports and market commentary.
- Adhere to documentation compliance checklist and ensure documents are accurately filed and maintain confidentiality.
- Prepare Terms of Engagement (ToE) for valuation surveyor and record on client’s file.
- Prepare template for Conflict if Interest (CoI) and record on client’s file.
- Ensure all documents are received from client; signed Terms of Engagement, title deed, affection plan, tenancy schedule, floor plans, photographs etc. and any additional documentation required in line with RICS regulations.
- Keep up-to-date with any changes to document compliance and/or processes and regulations.
- Reviews documentation with Manager and/or valuation surveyor where required.
- Document and remind for expense and referral claims to be processed.
- Maintain and update the Invoice Tracking System and liaise between Finance and client where necessary.
- Thoroughly cross-check transaction details with approved invoices.
- Draft Sales and Leasing contracts and make amendments to clauses or develop new terms where required .
- Support the Residential Sales and Leasing team with day to day administration needs.
- Review contracts with Agent/s for manager's approval.
- Coordinate with Agent and Landlord to obtain signatures for contracts when required..
- Thoroughly cross-check fee amounts collected by Agents from landlord/tenant with approved invoice in both cheque and cash form.
- Issue acknowledgement receipt for cash/cheque collection and file.
- Liaise with Finance for invoice and payment follow up on behalf of consultants.
- Ensure and monitor all listings created have complete landlord documents.
- Keep up-to-date with any changes to RERA document compliance and/or processes and regulations.
- Produce statistical report for Head of Department on all new property listings, lead source, referrals and portals.
- Produce KPI activity report for Head of Department, demonstrate Agent’s activity percent completed against set target.
- Produce Conversion Report for Head of Department to quantify all lead conversions (to sale/lease), for each Agent based on activity, calls made, viewings, and transaction closed.
- Ensure close coordination and communication of any issue between the Residential team and other departments.
- Escalate any known issue and make sure it is addressed and resolved.
- Prepare and ensure broker agency agreement registration and application is fully executed.
- Coordination with the project team, clients and consultants in person, phone and email.
- Responsible for managing project document control and establish and maintain project filing.
- Develop and implement processes related to document control and management.
- Manage the process of distribution of internal correspondence and ensure good relationship with external and internal clients.
- Controls issuance of document numbers including maintenance of project documents
- Ensure proper document classification, sorting, filing and proper archiving.
- Receives and registers client provided documents including in-house generated documents.
- Reviews completeness of documentation and prepares document transmittals.
- Performs file back-up to ensure proper storage and archiving of documents.
- Typing and handling of various project communications.
- Create and maintain outgoing document and correspondence register.
- Preparation and distribution of controlled project documents.
- Follows up and completes day to day office matters, issues, requests.
- Confirming the sale and verifying the documents handed over by the sales team.
- Provide support to Project manager in the preparation and compilation of various project documents and reports.
- Assist the Sales and Leasing team with day to day administrative and clerical needs.
- Register new account and web leads for sale and lease in Salesforce CRM.
- Update the inventory in CRM after the weekly Listing Review.
- Prepare KPI and Area Listing reports.
- Prepare tenancy contract and MOU.
- Prepare the weekly summary performance of each individual per team.
- Prepare the viewing pack and appraisal pack.
- Ensure all details in the agreement is correct and documents are in order and complete.
- Record details of complaint or issue reported by clients.
- Communicate with other departments to obtain information and respond to client’s request.
- Upload and encode property listings on different web portals like dubizzle, property finder, bayut.
- Ensure all listings posted are correct and free from error.
- Refresh and update price of listed properties on a daily basis or as often as needed.
- Locate and correct date in error and report them accordingly.
- Update property inventory pricing in the CRM system when needed.
- Track, manage and monitor leads within the CRM system and ensure they are serviced by agents in a timely manner.
- Ensure that every lead generated in the system is serviced within the service level window time frame.
- Send email blasts of properties available to prospective and current clients.
- Analyse and evaluate Priority Club, Hotel Help Desk, Ambassador, Reservations and Guest Relations voice calls and emails using analytical thinking and proper judgment and make sure policies and procedures are applied.
- Calibrate recorded and live calls to ensure agents are following the set quality guidelines.
- Assess agent’s strengths and weaknesses and recommend coaching on areas needed to improve.
- Responsible in making monthly report of teams being evaluated indicating the take a ways per agent and ensure it is being acted on by the Team Manager.
- Enter all data and comments into the master file for review by respective Line Manager.
- Handle escalated supervisory calls from customers, hotel help desk, ambassador and reservations agent and resolve them in a timely and professional manner.
- Perform the manager on duty function whenever necessary and monitor the call volume and queue to minimize abandoned calls.
- Document customer’s reason of call, action taken and proposed resolution into the system and make sure everything that has transpired during the call is properly recorded and documented for easy reference and retrieval.
- Handle guest’s complaint and issue appropriate compensation where applicable in order to retain customer loyalty.
- Liaise with other departments in relation to agent calling in to advise they are not coming for work for proper handling and coding.
- Assist agents with inquiries about the Priority Club Rewards program.
- Handle IHG Brand Hotels (InterContinental, Holiday Inn, Crowne Plaza, Staybridge and Candlewood) inquiries and complaints via email and voice contact and resolve them in a timely and professional manner.
- Process requests through phone and email from these hotels ranging from billing, reservation and system issues.
- Work with hotels in ensuring guest satisfaction and brand loyalty is achieved.
- Handle special project in educating hotels on how to utilize their system in order to award the appropriate credit to guest's Priority Club Rewards account.