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

• Analyzing & Interpreting
• Interacting & Presenting
• Organizing & Executing
• Supporting & Co-operating

Desired Candidate Profile

• Bachelor s Degree in Marketing, Finance, Business, Engineering or equivalent.
• 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.
• Analyzing & Interpreting
• Interacting & Presenting
• Organizing & Executing
• Supporting & Co-operating