Client Relations Manager

Orascom Development Egypt

Principle Accountabilities:

• Maintain client relations strategies, operation plan, set performance standards and design performance measurement tools.
• Design reporting system, and escalation process and plan to insure constant monitoring of the work flow and performance.
• Participate in the selection of the Client Relations team members to insure that the recruits meet the required standards and qualifications.
• Ensure that all processes, functions and systems are in place to insure that premium service is provided to the clients.
• Liaise and follow up on all legal cases with Legal Department
• Sort and filter data received from finance
• Keep accurate loggers and updated data sheet.
• Establish a strong relation of trust by professionally answering client inquiries and settling disputes, and resolving always adhering to the department and company policies and procedures.
• Communicate with clients through various channels (emails, calls, and face to face).
• Liaise with the concerned internal department (Sales, finance, Legal, Sales Operations, facilities, community etc.) to resolve client issues and get required information.
• Follow up on the progress of requested tasks from other departments (Extra Works, SO etc.).
• Coordinate, book and escort clients site visits.
• Coordinate Handover of ready units with Projects Management Department.
• Stay up to date with the latest happenings and events on both the company / projects and market.
• Provide the head of department with a monthly consolidated report covering the major activities carried out and the progress realized.
• Thoroughly study / analyze the cases of the assigned units.
• Identify the client profile history.
• Ensure the relevant unit s documentation / fact sheet is available (i.e. from QC certificate, SOA, Contract .etc.).
• Coordinate and resolve matters pertaining the units delivery delays.
• Conduct snagging inspections. Prepare briefs and related presentations on assigned projects / Areas as concerned with Client Relations Handover requirements.
• Liaise with QC team to ensure snagging issues are rectified to the correct standard.
• Ensure all property snagging documentation is correctly compiled and the data reflected on the CRM.
• Conduct periodical site visits to monitor and report the progress and increase awareness on actual situations going on.
• Carry out pre-inspection checks before both soft handover and final handover to ensure that the property is in a presentable state.
• Conduct handover appointments ensuring that all correct legal paperwork is completed.
• Record all clients points accurately.
• Prepare and communicates appropriate handover related response for clients queries and other notices either through telephone, electronically or face to face.
• Maintaining excellent track of the extra costing sheets resulting from modification and general requests for assigned units.
• Prepares correspondence, files, reports and other written documentation, reviews, processes and monitor documents such as snagging list, etc.
• Communicate and Direct unresolved issues and post-handover client to the relevant department.
• Maintaining accurate internal reports and records.
• Maintaining and develops relationships with clients and other staff members.
• Provides input into the development of more efficient handover procedures.
• Coordinates complaints between office and site.