Customer Relations Manager | Al Futtaim Group Real Estate in Dubayy [Dubai], United Arab Emirates

at Al Futtaim

Real Estate
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female

Job Description

Reporting to the Support Services Manager, this role is responsible for the residential sales customer journey throughout the buying process of residential property at Dubai Festival City. Being the primary interface with the customer from the reservation stage in the process to the final handover of the property, the Customer Services Supervisor is responsible for ensuring complete customer satisfaction in the transaction and improving the performance, productivity & efficiency of the process through the provision of effective methods and strategies. This position is an integral part of the continuous improvement efforts of the Residential team and vital to the reputation of AFGRE and Al Futtaim in upholding and improving customer service standards.


Team Leadership

  • Coordinate, manage and monitor the Customer Services function and the Customer Services Assistant Supervisor, to ensure personal responsibility and accountability and a high level of service is afforded to the businesses  internal and external customers.


  • Primary interface between the residential sales team and the businesses customers and their requirements, ensuring courteous communication at all times and upholding absolute professionalism and the reputation of Al Futtaim.

Systems and Processes:

  • Facilitate the enhancement of business processes and systems to enable accurate and detailed reporting of individual customer’s records and data.
  • Coordinate efforts with Internal Audit to identify policies and procedures to improve customer service effectiveness and develop measures to ensure best practice and that industry standards and the UAE Property laws are adhered to at all times.


  • Production of the departments customers services database reports and accurate and informative reporting of statistics each week/month to assist Management in making accurate and considered business related decisions on performance and good practice.


  • Assisting the CRM and Finance team’s in the management of the business funds, ensuring full compliance with company policy. Assisting collection and accurate recording of customer funds.

Written Communication

  • Writing concise and professional business correspondence to the businesses customers assisting them to facilitate their purchase on time and ensuring the customer journey is recorded in the correct manor to create accurate records of all customer communication


  • Managing all Legal documentation between the business and the customer to ensure accurate and timely delivery of all Contracts and that these are recorded in conjunction with business processes.


  • Managing the entire customer handover process to ensure the property is delivered by the internal team of PM and Development on time and  enabling the final handover to the customer and title deed transfer


Minimum Qualifications and Experience:

  • 5 years  managing an entire customer services process in high value goods or services area
  • Business and administrative processes related degree or similar
  • Proficiency of Microsoft Products to intermediate level 

Job-Specific Skills:

  • Excellent written and spoken communication skills
  • Excellent level of report writing skills
  • Task orientated to get the job done
  • Good organisational and planning skills
  • The ability to lead and motivate a team
  • Problem-solving and decision-making ability
  • A polite and tactful but assertive attitude
  • Patience and calmness under pressure
  • The ability to handle complaints and difficult situations
  • Excellent computer and administrative skills.
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