Relationship Manager, Signature Services|Customer Care - Signature Services

Job Description

The Relationship Manager is responsible for Signature office which has been established to provide our esteemed customers with an array of exclusive services and has to ensure that all our Signature/VIP customers are provided with high level of service in accordance with department SLAs while achieving the MBOs and KPIs resulting in greater customer satisfaction.The main responsibility of the Relationship Manager is to make Signature Customers happy, to provide a personal and customized experience to go above and beyond our Customers? expectations.He is also responsible for effective and efficient executions of department related transactions in property master in accordance with the company policies and procedures. ?Customer Service Management:

• Maintains a proactive and personal approach towards the signature customers to understand their needs and offer them tailor made solution.
• Proactively engages with the clients to update them on the progress of their properties, payments related matters, latest Emaar offering such as Property Launches, Mall Rentals and offer them complimentary gifts and tickets for various Emaar events (Opera, Kidzania, etc.) for special occasions (Birthdays, Anniversaries, etc.)
• Arrange for Property extra?s such as insurance, resale, leasing.
• Works closely with U By Emaar Loyalty team to understand on the benefits related to the programme in order to serve the customer in an appropriate manner.
• Handles all Signature customer?s property related queries, request & complaints received through Walk-in, fax, letters, emails, Online and resolves customer issues within the specified timeliness (as per the SLA and use of priorities)
• Deal with Management cases pertaining to these customers as assigned by the reporting Manager and ensures that they are dealt with in a timely fashion.
• Provide an excellent service that exceeds the customer?s expectations. In case of issues or complaints, it is expected the Relationship Manager to find and execute solutions oriented to make sure the customer is always happy, informed and comfortable with dealing with Emaar
• Returns customer calls within the set SLA?s.
• Intermediately Reports complex issues in a structured manner and customer complaints to the Line Manager and proposes recommendations for improvement.
• Offer Door to Door service.?

• Maintains and ensure accurate customer history in Oracle via ?Interactions? and ?Service Requests? in accordance with customer Care SLAs.
• Create a status report of customers every week and provide to management (status of the services to deliver to customers, complaints, issues, resolution stage, etc.)
• Collect and document feedback from the customers throughout their journey with Emaar
• Addresses internal issues, if any, with other departments, which have impact on customer service and satisfaction levels and resolves them.
• Assist the Manager in generating, reviewing and flagging VIP list every 3 months and ensures renewal of signature cards and timely delivery of these cards in line with the SLA?s.
• Works proactively towards new initiative and innovative ideas that brings added value to the service provided to the Signature customers.
• Detect, document and report any areas of improvements found in our internal operations oriented to provide a better service
• Works on special project that are required by the Line Manager.

Keyskills :