CRM - Executive

Sobha Group•Dubai, ME

About The Position

Act as the primary point of contact for customers throughout their ownership journey. Conduct outbound calls and maintain regular communication with customers regarding project milestones, documentation requirements, payment updates, and handover timelines. Address and resolve customer inquiries, concerns, and complaints promptly and professionally. Build strong relationships with customers to enhance trust, retention, and brand loyalty. Ensure a consistent and positive customer experience across all touchpoints. Support customers during the onboarding process and ensure the collection of all required documents. Follow up with customers to ensure timely SPA execution and document submission. Assist customers with registration requirements and processes related to Dubai Land Department (DLD) and Oqood registration. Manage customer communications throughout key stages including: Booking and onboarding, SPA issuance and execution, Oqood registration, Construction and project updates, Payment milestones, Home Inspection and Handover appointment scheduling. Collaborate with internal stakeholders to ensure customers receive accurate and timely updates. Monitor and track customer requests, escalations, and service levels. Coordinate with relevant departments to ensure timely resolution of issues. Support customer satisfaction initiatives and contribute to improving CSAT and NPS scores. Gather customer feedback and provide recommendations for process improvements.

Requirements

Excellent communication and interpersonal skills.
Strong customer service orientation.
Ability to build and maintain strong customer relationships.
Proficiency in managing customer inquiries, concerns, and complaints.
Experience in supporting customer onboarding and document collection.
Familiarity with SPA execution and document submission processes.
Knowledge of registration requirements and processes related to Dubai Land Department (DLD) and Oqood registration.
Ability to manage customer communications across various project stages.
Experience collaborating with internal stakeholders.
Skills in monitoring and tracking customer requests and escalations.
Ability to coordinate with relevant departments for issue resolution.
Experience in supporting customer satisfaction initiatives.
Ability to gather customer feedback and provide recommendations for process improvements.

Responsibilities

Act as the primary point of contact for customers throughout their ownership journey.
Conduct outbound calls and maintain regular communication with customers regarding project milestones, documentation requirements, payment updates, and handover timelines.
Address and resolve customer inquiries, concerns, and complaints promptly and professionally.
Build strong relationships with customers to enhance trust, retention, and brand loyalty.
Ensure a consistent and positive customer experience across all touchpoints.
Support customers during the onboarding process and ensure the collection of all required documents.
Follow up with customers to ensure timely SPA execution and document submission.
Assist customers with registration requirements and processes related to Dubai Land Department (DLD) and Oqood registration.
Manage customer communications throughout key stages including: Booking and onboarding, SPA issuance and execution, Oqood registration, Construction and project updates, Payment milestones, Home Inspection and Handover appointment scheduling.
Collaborate with internal stakeholders to ensure customers receive accurate and timely updates.
Monitor and track customer requests, escalations, and service levels.
Coordinate with relevant departments to ensure timely resolution of issues.
Support customer satisfaction initiatives and contribute to improving CSAT and NPS scores.
Gather customer feedback and provide recommendations for process improvements.