Senior Associate, Customer Relations - Tilal Al Ghaf

Majid Al Futtaim


Date: 17 hours ago
City: Dubai
Contract type: Full time
JOB TITLE

Senior Associate, Customer Relations - Tilal Al Ghaf | MAF Properties | UAE Portfolio

Role Summary

To support the Customer Journey Service from signing of the Sales and Purchase Agreement to property handover and post-handover operations including managing of defects liability period, complaints and queries at any point of the customer life cycle.

ROLE PROFILE

  • Client Relationship Management: Acts as the main liaison with clients before and after handover, handling communication, service, and operational needs.
  • Pre-Handover Activities: Coordinates project completion communications, leads status calls, ensures timely issue resolution, and prepares handover packs.
  • Handover Coordination: Manages handover appointment scheduling, oversees key handover logistics, and ensures proper documentation and payment processing.
  • Complaint and Risk Management: Tracks and addresses client complaints promptly and handles overdue customer cases, including defaults and terminations.
  • Title and Mortgage Administration: Facilitates title deed transfers and mortgage processes for both off-plan and ready properties.
  • Post-Handover Support: Oversees the defects liability period and engages residents through events and community activation efforts.
  • Data and Process Integrity: Collaborates with data teams to ensure customer data accuracy and adheres to internal workflow processes.
  • Performance Monitoring & CRM Initiatives: Conducts client feedback surveys, monitors call center performance, escalates major concerns, and identifies CRM improvement opportunities.

Requirements

  • Customer Journey Understanding: Should grasp the complexity of the property life cycle and customer experience.
  • Communication Skills: Must have excellent written and verbal communication in both English and Arabic, with strong interpersonal abilities to build relationships.
  • Customer Service Excellence: Demonstrates exceptional customer service, patience, and professionalism in handling complaints and unexpected situations.
  • Work Ethic & Accountability: Able to work under pressure, is results-driven, takes initiative, and shows a strong sense of ownership over assigned tasks.
  • Organizational Skills: Possesses good planning and prioritization skills to manage multiple responsibilities efficiently.
  • Qualifications & Experience: Holds a Bachelor's degree or diploma with a minimum of 3 years’ relevant experience, ideally within the Middle East

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