Customer Happiness Officer

Location

Dubai, UAE

Job summary

The Customer Happiness Officer serves as the main point of contact for customers throughout their entire journey, ensuring their satisfaction and happiness from post-sales transactions through ongoing support beyond unit handover. Responsibilities include managing customer relationships, addressing inquiries and concerns promptly, and providing proactive support to maintain satisfaction throughout the customer’s lifecycle with the organisation and all its subsidiaries.

Accountabilities (role & responsibilities)

Build and maintain strong relationships with customers to guide them and help them understand the post-sales process and transactions.

Serve as the first point of contact for customer walk-in or email inquiries, requests, and feedback. Ensure timely and effective communication with customers to keep them informed and engaged throughout the post-sales process.

Inform customers on the company’s processes, ensuring that they have a clear understanding of what to expect throughout the process. Provide support and assistance to customers after the sale, addressing any post-sales inquiries, facilitating handover, and ensuring customer satisfaction.

Complete post-sales documentation accurately and on time, and ensure that transactions progress seamlessly from offer to handover of the unit.

Facilitate post-sales transactions by coordinating with internal teams, such as sales, operations, legal, and accounts, as well as external stakeholders, such as real estate agents, banks, and legal representatives.

Facilitate chiller registration for re-sale transactions by informing the customer to submit the required documents to the utilities team.

Assist customers with mortgage processing, from preparation of the necessary documents, explaining the mortgage terms and conditions, to finalizing the mortgage.

Gather feedback from customers to assess their satisfaction levels, identify areas for improvement, and gather insights to enhance future customer experiences.

Keep detailed records of client interactions, inquiries, and resolutions in the company’s CRM system or other relevant databases to track client history and facilitate ongoing communication and relationship management.

Educational qualifications & certifications

Bachelor’s degree in Business Administration, Customer Service, or related field preferred.

Post-graduate certifications related to Customer Service, Business Administration, or Real Estate.

Experience requirements

4-5 years of experience in real estate sales or sales operations related field.

Experience in customer service, client management, or related roles, preferably in the real estate industry.

Experience in implementing and using CRM systems or data management systems.

Technical skills

Strong understanding of real estate transactions, including sales processes, contracts, and legal requirements.

Proficiency in relevant software and tools such as customer relationship management (CRM) systems and MS Office applications.

Proficiency in managing sales data, including data collection, validation, and maintenance.

Competencies

Strong communication skills, both verbal and written, are essential for effectively conveying information, addressing client inquiries, and facilitating clear and transparent communication between all parties involved in the post-sales process.

Strong customer focus is essential for prioritizing the needs and interests of clients, anticipating their preferences, and delivering personalized service that exceeds expectations.

Strong attention to detail to ensure accuracy and precision in data, documentation, and processes. Ability to identify errors, inconsistencies, and discrepancies and take corrective action as needed.