Customer Service Manager

1 week ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Aldar Properties PJSC Full time

Job Summary

Aldar Properties PJSC is seeking a highly skilled Customer Service Manager to join our team. As a key member of our Customer Happiness Division, you will be responsible for managing customer relationships and ensuring high-quality communication throughout the design, construction, and handover lifecycle of our residential projects.

Key Responsibilities

  1. Develop and implement efficient account planning and management strategies to meet customer needs and expectations.
  2. Manage the interaction between Account Managers and customers at key checkpoints in the procurement, design, build, handover, and final warranties/liabilities stages.
  3. Provide guidance to customers on selecting the right consultants and contractors, and offer advice during the design phase.
  4. Organize the efficient management of customer accounts while adhering to company policies and procedures.
  5. Ensure high-quality communication with customers to develop a good relationship and address demands/issues in a timely manner.
  6. Collect and develop accurate customer profiles, and ensure customer information is captured and recorded in our CRM system.
  7. Embed the use of digital tools and information systems to efficiently retrieve and archive customer information.
  8. Conduct customer surveys and gather insights on customer preferences to identify areas for improvement.
  9. Leverage customer insight metrics to assess bottlenecks and identify potential areas for improvement to enhance effectiveness and efficiencies at each touchpoint.
  10. Periodically conduct data cleaning and continuous validation of customer information.

Requirements

Minimum 8+ years of experience in a customer service or related field, with a strong background in the real estate sector, hospitality, banking, or client-centric industries.

Preferred Qualifications

Proven experience and good understanding of Customer Relations and Services, strong knowledge of CRM, and good understanding of the 'Design and Build' journey for residential projects.

Technical and Interpersonal Skills

  1. Proven strategic thinker with a track record of innovation.
  2. Strong conflict resolution/management skills.
  3. Strong communication and interpersonal skills.
  4. Must be able to read, write, and speak Arabic.

Education

Bachelor's degree in Business Administration, Marketing, Finance, or any related field. UAE national preferred.


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