Assistant Vice President - Customer Happiness

ALDAR


Date: 3 hours ago
City: Abu Dhabi
Contract type: Full time
Job Purpose

  • Organize the guidance and support for UAE nationals participating in the national housing loan program
  • Manage the day-to-day operation of TAMM Service Centers (Abu Dhabi, Al Ain or Al Dhafra)


Roles And Responsibilities

  • Manage customer relationships in a structured way through efficient account planning and management throughout the design, construction and hand-over lifecycle
  • Manage the interaction between Account Managers and customers at key check points in the Procurement, Design, build, handover and final warranties / liabilities stages
  • Provide guidance to customers with the selection of the right consultants, give advice during the design phase, with choosing the right contractor
  • Organize efficient management of customer accounts whilst observing adherence to the policies and procedures:
  • Ensure high-quality communication to the customer whenever needed to develop a good relationship
  • Ensure demands / issues are addressed and attended to in a timely
  • Ensure accurate collection of requirements and development of customer profiles
  • Ensure customer information are captured accurately and recorded in Teyaseer database / CRM
  • Ensure high level of customer satisfaction across all touchpoints from the beginning to the end of the villa completion and handover
  • Embed the use of required digital tools and information systems within the Customer Happiness Division to efficiently retrieve and archive customer information
  • Organize customer surveys and customer insight metrics to gather inputs on customer preferences
  • Pinpoint customer satisfaction and behaviors for each journey point, uncover low satisfaction trigger, recommend process improvements
  • Leverage on customer insight metrics, assess bottlenecks and identify potential areas for improvement to enhance effectiveness and efficiencies at each touchpoint
  • Periodically conduct data cleaning and continuous validation of customer information


Related Year Of Experience

Min of 8+ years of experience in a customer service or a related field

Sector Experience

Retail estate sector, hospitality, banking sector, Client centric, Service sector

Technical And Interpersonal Skills

  • Proven experience Excellent Good understanding of Customer Relations and Services
  • Strong knowledge of CRM
  • Good understanding of the “Design and build” journey for residential Project
  • Proven strategic thinker with track record of innovation
  • Strong conflict resolution/management skills
  • Strong communication and interpersonal skills
  • Must be able to read, write and speak Arabic


QUALIFICATION

  • Bachelor degree in Business Administration, Marketing, Finance or any related field,


UAE national preferred.

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