Executive - Liabilities Management (Dubai Holding Real Estate)

Job Purpose

The job holder will perform activities related to sales inventory, preparing reports, and ensuring that the system processes and information are executed in accordance with the company's policies and procedures.

Key Accountabilities

• Provide high-quality customer service to all clients, ensuring a professional and efficient experience to maintain excellent customer relations and satisfaction.
• Ensure daily customer transactions are processed and closed within agreed service level agreements (SLAs) to maintain operational efficiency and timely completion of transactions.
• Act as the main point of communication with clients after sale in relation to property handover or termination, consolidations, and swap cases by preparing notification letters prior to handover date and coordinating with relevant departments (Finance, NAMI, etc.) for billing and service charges, ensuring smooth execution of settlement agreements.
• Keep customers updated on issues, delays, or challenges related to their cases to maintain transparency and trust through regular communication.
• Check customer accounts and documents to ensure smooth processing of transactions and maintain accuracy in customer data and transaction handling.
• Escalate unresolved or challenging customer cases to senior team members as necessary to ensure timely resolution by leveraging senior expertise.
• Coordinate with internal departments to ensure customer cases are resolved efficiently and within deadlines, fostering collaboration for timely issue resolution.
• Coordinate with Finance regarding billing lines for properties ready for handover and prepare refund, extension, or payment adjustment documents as per guidelines and approvals to ensure proper financial processing.
• Assist and coordinate with internal departments such as sales, finance, legal, PMT, etc., for launches and events, verifying files during launches and processing contracts as required to ensure smooth event execution and file management.
• Collaborate with IT (when required) to define post-sales processes on Salesforce (or any new CRM system) to optimize CRM efficiency and enhance post-sales workflows.
• Ensure submission of case-related documentation by the team and accurate filing of records to maintain proper documentation and compliance for easy retrieval.
• Initiate delayed fee waiver approvals for payments made previously due to property completion status, delays, or humanitarian reasons to ensure fair and accurate fee adjustments.
• Support the legal department with required information for legal issues and court cases to ensure timely and accurate legal processing.

Qualifications, Experiences, Skills:

•                Bachelor’s degree in Business Administration, Sales, Customer Relations, or a related field.

Job Specific Skills:            

• Proficient in CRM systems (Salesforce preferred), and MS Office.
• Strong organizational and multitasking abilities.
• Excellent communication skills, both written and verbal.
• Ability to manage escalated customer cases with professionalism.
• Analytical and problem-solving skills to address operational challenges.
• Detail-oriented with strong documentation skills. 
• Relationship building
• Ability to resolve issues 
• Analytical mindset with the ability to interpret market data and trends.