وظائف خالية للمصريين مطلوب "Signature Relationship Manager - Emaar - Egypt" للعمل Jobs in Egypt Job Details : وظائف خالية بمصر مطلوب "Signature Relationship Manager - Emaar - Egypt" للعمل براتب مجزى Jobs in Egypt
JOB PURPOSE
The Signature Relationship Manager is responsible for providing our esteemed customers with an array of exclusive services and has to ensure that all our VIP customers are provided with a high level of service by the Signature team in accordance with department SLAs while achieving the MBOs and KPIs resulting in greater customer satisfaction.
The Signature Relationship Manager assists in managing the day-to-day operations of the Signature office, handling escalated/VIP customers and is responsible for effective and efficient co-ordination and executions of department related transactions in property master in accordance with the company policies and procedures.
Key Accountabilities:
Customer Service Management:
• Reports complex issues and customer complaints to Line Manager and proposes recommendations for improvement.
• Deal with Management cases and VIP customers as assigned by the reporting Manager and ensures they are dealt with in a timely fashion.
• Addresses internal issues, if any, with other departments, which have impact on customer service and satisfaction levels and resolves them.
• Escalates customer issues to the Management, if required and makes recommendations for exceptions.
• Overseas the responsibilities handled by the Signature office team and provides the required assistance.
Operations Management:
• Assists Line Manager in updating policies & procedures, objectives, KPIs, actions plans and take part in continual improvement process in line with BPM and BCP guidelines.
• Assists Line Manager with the Department Budget and review of authority matrix on timely basis.
• Maintains and ensure accurate customer history in Oracle via ‘Interactions’ and ‘Service Requests’ in accordance with customer Care SLAs.
• Conducts meetings with the Signature office team to identify areas for improvement and critical issues.
• Ensures timely closure of Service Requests in the system and follows up with Signature Service team.
• Ensures time closure of Emails received from the customers and follows up with the Signature Service team.
• Coordinates with inter-departments on pending cases related to Signature Service- Customer related transactions.
• Assists the team in handling difficult customers and ensures they are dealt with in a timely fashion.
• Generates and reviews and flags VIP list every 3 months and ensures renewal of signature cards and timely delivery of these cards in line with the SLA’s.
• 1st Level Approver for Property related transactions in the system, such as NOC to transfer-Primary and Secondary market & Mortgage.
• 1st Level Approver for Processing Property related transactions such as Sales Order cancellation for Primary Market transfer and forfeiture cases.
• Prioritizes and plans tasks and completes them within set deadlines.
Team Management:
• Delegates work with clear work instructions and provides performance feedback to team members.
• Supervises the Signature team to ensure all task including coordination with service providers, Marketing, payments or other follow-ups are completed on time in line with department SLAs, KPIs and priorities.
• Initiates and implements enhancement to the signature service.
• Tracks and monitors status of pending cases with the team on a daily basis.
• Conducts performance management reviews and appraisals as per given deadlines
• Identifies training needs requirements for the team and liaises with HR department with regard to training bookings.
Reports and Administration:
• Works closely with IT department to understand the requirements and ensure the availability and accessibility of all required documents needed for the implementation/enhancement of the transaction process in the system.
• Ensures that all difficulties and system glitches are reported directly to IT and Customer Care Management.
• Ensures department MBOs & KPIs are met in line with targets.
• Works on special projects that are required by the Line Manager.
• Ensure department transactions reports are updated and is submitted to Line Manager or any other required departments on a timely basis.
• Prepares any reports/emails that are required by the Line Manager.
Job Details
| Posted Date: | 2018-11-15 |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Real Estate |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
وظائف للمصريين مطلوب "Signature Relationship Manager - Emaar - Egypt" للعمل براتب مجزى Jobs Egypt
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وظائف للمصريين مطلوب "Signature Relationship Manager - Emaar - Egypt" للعمل براتب مجزى Jobs Egypt
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