Complete Control over large project of Emaar PJSC in Pakistan
Strongly Managing
Coral Towers ( 275 Residentiall units )
Pearl Towers ( 400 Residential units )
Reef Towers ( 252 Residential Units )
•Customer receivables/payment collections achieving revenue recovery in excess of PKR 5 Billion ($50Mn) in 2018 till Q3.
•Attend to walk-in customers with minimum waiting time. Return customer calls (received from Contact Center with turn-around time of 24 Hours). Reply to customer emails, letters and faxes within 48 hours.
•Track and monitor status of pending cases on a daily basis.
•Ensure accurate records on customer history are maintained in the system.
•Assist Customer Care Manager in handling difficult customers and ensure they are dealt with in a timely fashion or should be escalated to the management
•Verify contents of the ‘Exception Forms’/Memos and check the evidence prior to presenting cases for management approval
•Report on a regular basis all major customer issues and suggestions for improvement to line Manager
•Prepare monthly reports for major customer issues by the end of each month.
•Responsible for the collection of quarterly installments in the form of pay orders, cheques and demand drafts. Ensuring maximum recovery of quarterly installments through written reminders, phone calls etc.
•Conduct necessary research and follow with other departments on behalf of the customer before coming up with recommendations to the HOD
•Address internal issues with other departments, which have impact on customer service and satisfaction levels. Escalate internal obstacles to line Manager for further escalation.
•Ensure customer feedback is collected from walk-in customers
•Assist the line Manager in improving strategies, policies & procedures for the department
•Conduct weekly team meetings with direct subordinates to ensure day-to-day issues are communicated and shared with the team. Major issues to be escalated at the weekly staff meetings.