Job Purpose
The Job holder will be responsible to support with Investor relations activities and answer questions to resolve any emerging problems accurately and efficiently
Key Accountabilities
- Attend to all requests for landform post sales related to value added services which include Additional Gross Floor Area (AGFA), Land Use Change (LUC), Additional Heights (AH), Merger and Demerger, and other related requests.
- Ensure all the approvals are obtained from all stakeholders in alignment to the DOA (Delegation of Authority) matrix.
- Serve as the primary point of contact for investor queries, offering professional assistance and information as needed. Provide assistance and follow-up on end-to-end resolution of the investor issue with the guidance of manager in order to provide a high standard of customer service which lead to customer satisfaction.
- Attend to all investor enquiries and complaints, respond to them in an efficient, professional and courteous manner and resolve investor complaints/issues within the delegated level of authority to deliver efficient customer service, maintain the goodwill and retain customer loyalty in line with Company Customer Care standards.
- Maintain an up-to-date repository of essential records, reports, and communication for easy reference. Efficiently manage and organize departmental documents, ensuring accuracy and accessibility.
- Maintain comprehensive and organized logs of investor interactions, inquiries, and resolutions.
- Capture and track relevant information to facilitate efficient follow-ups and enhance customer satisfaction.
- Compile relevant investor data and statistics, such as buying habits, preferences, trends etc. in order to assist the development of good relations and complaint free environment.
- Manage large amounts of correspondence and calls, identifying and assessing investors’ needs to achieve a high level of satisfaction.
- Provide accurate, valid and complete information by using the right methods/tools, with the ability to review contractual agreements and articulate the terms and obligations to all stakeholders.
- Keep records of investor interactions, process investor accounts and file documents whilst having the confidentiality and governance frameworks as per internal policies.
- Generate timely and accurate reports for senior management, highlighting achievements and areas for improvement.
- Follow communication procedures, guidelines and policies and go the extra mile to engage investors ensuring excellent service standards.
- Preparing a weekly report as an update to the management.
- Attend to all value-added service requests from initiation stage to completion.
Qualifications, Experiences, Skills
• Bachelor’s degree in Business Administration/ Investor Management; Master’s degree preferred
• Min. 4 to 6 years' experience in Customer Service in a Commercial environment.
• Proficient in Microsoft Office suite, CRM software.
• Effective communication skills (verbal and written)
• Fluency in English is a must, Arabic is an added advantage
• Interpersonal, Negotiation and Problem solving skills
• Time Management
• Good grasping of complaints
• problem- solving skills and follow-up
• Ability to manage multiple tasks simultaneously, prioritize tasks effectively, and meet deadlines while maintaining attention to detail.
• Proficient in troubleshooting and resolving customer complaints.
