Senior Customer Service Executive- PAL Developments

Job Description

The Role

• Establish and monitor standards for customer service in the company using a recognized benchmark;
• Encourage all employees to display the highest standards of service at all times;
• Identify tasks that are critical to maintaining customer satisfaction levels and communicate with employees to raise awareness of their individual roles in delivering satisfaction;
• Remain as basic point of contact for customers with queries, complaints, and feedback’s, requests etc;
• Ensuring timely and professional responses to all complaints, requests and queries received;
• Providing help and advice to customers using your organization’s products or services;
• Communicating courteously with customers by telephone, email, letter and face to face;
• Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
• Efficiently handling customer complaints or any major incidents, such as a security issue or a customer being taken ill and enabling satisfaction of customer;
• Updating the ACT/EPMS System on daily basis;
• Issuing refunds or compensation to customers;
• Keeping accurate records of discussions or correspondence with customers;
• Analyzing statistics or other data to determine the level of customer service your organization is providing;
• Prepare reports analyzing the activities of customer service department provided by your organization;
• Developing feedback or complaints procedures for customers to use;
• Liaising with DLD for Oqood, Transfers, cancelations etc;
• Liaising with the Legal Department;
• Improving customer service procedures, policies and standards for your organization or department;
• Meeting with other managers to discuss possible improvements to customer service;
• Being involved in staff appraisals;
• Training staff to deliver a high standard of customer service;
• Leading or supervising a team of customer service staff;
• Learning about the organization’s projects and keeping up to date with changes;
• Rendering useful administrative support to other members of the customer care team or any other team in the organization;
• Aim to maximize productivity and minimize costs while maintaining a high standard of customer service.
• Analyze records of customer inquiries, purchases, service requests and complaints to identify trends.
• Able to react to change productively & handle other essential task assigned by the superiors;
• Maintain compliance with all company policy & procedure;
• Working as a team with every member of the organization;
• Other ad-hoc duties as assigned by the management;
• Able to multi-task productively & handle other essential tasks as assigned by the supervisor

Requirements

Education:
• Current: Minimum – Bachelor’s Degree in the relevant field

Experience:
• Applicants must have a minimum of 3+ years of experience in the relevant field and in Real Estate Development Industry

Preferred Skills:
• Clear Communication Skills;
• Benchmark standards for customer service;
• Leadership and managing attributes to train new team members or subordinates;
• Patience;
• Attentiveness;
• Knowledge of the Product;
• Ability to Use “Positive Language;
• Time Management Skills;
• Ability to “Read” Customers;
• A Calming Presence;
• Goal Oriented Focus;
• Ability to Handle Surprises;
• Persuasion Skills;
• Closing Ability;
• Proven ability to delicately solve sensitive matters;
• The ability to prioritize, work under pressure and meet deadlines;
• A patient and methodical approach;
• The ability to work alone or as part of a team;
• An awareness of health and safety;

About the Company

PAL is one of the most renowned real estate, investments and development companies of UAE. Established in the year 2012/2013 the company is an amalgamation of experience and expertise in the real estate scenario that spans over a period of 30 years. The company has built its reputation on the step-stones of dedication and perseverance. Today the company enjoys a significant presence in the real estate sector of UAE.

The company has proved its competence as leisure, residential and commercial developer. It has established its proficiency in developing lifestyle and hospitality spaces with emphasis on design excellence, architectural quality and on-time delivery. Developing projects that are at par with the international standards and delivering results beyond client expectations have been our trademark from the very beginning. We are committed to providing the best in integrated solutions and client satisfactions.

With a proven track record in the real estate, investment and development sector the company remains steady in its endeavors to provide the best value for money. We march ahead with the desire to be a key player in the investment and development field at the international level. Our mission and vision lies in becoming the benchmark in the real estate, investment and development sector at all levels.