Assistant Vice President - Customer Happiness
ALDAR
Date: 3 weeks ago
City: Abu Dhabi
Contract type: Full time
Job Purpose
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
- 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)
- 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
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
- Bachelor degree in Business Administration, Marketing, Finance or any related field,
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