Assistant Vice President - Customer Happiness

Aldar.com

Office

Abu Dhabi

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 informationRELATED YEAR OF EXPERIENCEMin of 8+ years of experience in a customer service or a related field SECTOR EXPERIENCERetail 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.