Senior Associate, Customer Relations Management

ROLE PROFILE

• Serve as the primary contact for customers reporting issues related to the Defects Liability Period after handover, managing communication across various channels.
• Conduct in-person meetings to understand customer concerns and provide timely feedback.
• Oversee and resolve Defects Liability Period cases, ensuring they are tracked and followed up until closure.
• Coordinate site visits with the Defects Liability Period team and contractors to inspect and resolve issues within Service Level Agreements .
• Keep accurate records and regularly update customers on the status of their cases.
• Act as the liaison between the Customer Relationship Management team, Defects Liability Period teams, contractors, and customers to ensure effective communication and problem resolution.
• Generate reports on Defects Liability Period performance, customer satisfaction, and Service Level Agreements adherence, identifying recurring issues.
• Foster a positive customer experience and collaborate with the Customer Relationship Management team to improve Defects Liability Period case management processes.

REQUIREMENTS

• Bachelor s degree in a relevant field (e.g., Business Administration, Construction Management, Engineering).
• 2 to 3 years of experience in customer service, or a related field, preferably in real estate or construction.
• Strong knowledge of Defects Liability Period processes, construction standards, and defect rectification procedures.
• Excellent communication skills with a customer-first approach and the ability to multitask under pressure.
• Strong organizational, problem-solving skills, and proficiency in Microsoft Office and Customer Relationship Management systems
• Fluency in English; Arabic language skills are a plus.