CRM Executive

Act as the primary point of contact for customers throughout their ownership journey.

• Conduct outbound calls and maintain regular communication with customers regarding project milestones documentation requirements payment updates and handover timelines.
• Address and resolve customer inquiries concerns and complaints promptly and professionally.
• Build strong relationships with customers to enhance trust retention and brand loyalty.
• Ensure a consistent and positive customer experience across all touchpoints.
• Support customers during the onboarding process and ensure the collection of all required documents.
• Follow up with customers to ensure timely SPA execution and document submission.
• Assist customers with registration requirements and processes related to Dubai Land Department (DLD) and Oqood registration.
• Manage customer communications throughout key stages including:
  • Booking and onboarding
  • SPA issuance and execution
  • Oqood registration
  • Construction and project updates
  • Payment milestones
  • Home Inspection and Handover appointment scheduling
• Collaborate with internal stakeholders to ensure customers receive accurate and timely updates.
• Monitor and track customer requests escalations and service levels.
• Coordinate with relevant departments to ensure timely resolution of issues.
• Support customer satisfaction initiatives and contribute to improving CSAT and NPS scores.
• Gather customer feedback and provide recommendations for process improvements.

Qualifications

• Bachelors degree in engineering or a related field.
• 2-5 years of experience in Customer Relationship Management Customer Experience or CRM Operations preferably within the real estate industry.
• Proficiency in Salesforce CRM and Microsoft Office Suite.
• Strong knowledge of customer lifecycle management and real estate processes.
• Familiarity with SPA issuance Oqood registration handover processes and DLD procedures is preferred.
• Excellent verbal and written communication skills.
• Strong customer service problem-solving and stakeholder management abilities.
• Detail-oriented with excellent organizational and multitasking skills.
• Ability to work in a fast-paced environment and manage multiple customer cases simultaneously.

Required Experience:

Exec