Head of Mivida

•Communicating with clients through various channels (emails, calls, fax and face to face).•Receiving all clients’ queries and filter them.•Resolving customer issues regarding financial, finishing issues and any other complaints related to their units.•Providing construction status to clients (for their units and for the project).•Following up with clients on the progress of requested tasks.•Handling complaints from clients and following up with them.•Providing proper information to clients.•Escalating problems and providing relevant feedback to the right channels.•Documenting clients cases; and log every transaction, complaint or service request on the system (Oracle).•Archiving client history with Emaar Misr.•Providing assistance to clients with their financial problems by coordinating with the Finance dpartment.•Providing assistance to clients in order to change ownership (transfer transactions).•Rescheduling clients’ payments (upcoming cheques or bounced cheques) as per the contract terms. •Assisting clients with the Upgrade, Downgrade and Relocation transactions with coordination with the Sales department.•Assisting client with any exception request against the mutually signed contractual terms, and getting approvals from the management.•Assisting clients with any technical requests in coordination with the development team.

•Responsible for living zones (where units are ready for Handover) in all ways included security, cleanliness, access points and workers.•Communicating with the clients.•Implementing agreements between all parties’ construction, security, facility management and development.•Handling owners’ complaints and requests.•Following up with clients on the progress of requested tasks.•Providing proper information to clients.•Building sense of community through events and activities.•Operating all the community centers and the services they offer.•Monitoring and ensuring that FM services are outstanding and complete.•Helping clients in some technical issues concerning the final finishing.•Following up with the FM concerning the owner’s technical complaints and normal services.

•Communicating with clients through various channels (emails, calls, fax and face to face).•Receiving all clients’ queries and filter them.•Resolving customer issues regarding financial, finishing issues and any other complaints related to their units.•Handing over units to clients.•Providing construction status to clients (for their units and for the project).•Following up with clients on the progress of requested tasks.•Handling complaints from clients and following up with them.•Providing proper information to clients. •Escalating problems and providing relevant feedback to the right channels.•Coordinating between clients and site engineers.•Documenting clients; cases through the CRM system.•Archiving client history with Palm Hills.•Creating Handover report for delivered units in each project.•Providing assistance to clients with their financial problems by coordinating with Sales department and Finance department.•Collecting outstanding client payments (bounced cheques), by coordinating with the finance department to resubmit their cheques.•Building a team in Zamalek Branch; to be responsible of reschedule, upgrade and relocation transactions.•Rescheduling client payments (upcoming cheques or bounced cheques). •Negotiating payment schedules with clients, considering the NPV (net present value) for the units•Helping clients in upgrading their investment.•Helping clients to be relocated in other units.•Preparing contract amendments in coordination with the contracts department. •Managing the team adherence and quality of service in helping our valuable clients and owners.•Conducting refreshment training to the team.•Handling hard clients using closure techniques.

•Totally responsible and fully dedicated in launching the first call center for DELL in the Middle East – from the scratch.•Generating operational reports, CRM reports from Siebel. •Generating Telemarketing and outbound reports.•Generating agent performance reports.•Handling hard calls and logging in when needed.•Studying the operation, analyze problems and make an effective Problem solving plan.•Main focal point in dealing with and reporting to the client directly.•Managing the team adherence and attendance as well as quality. •Reporting directly to the call center director and operations manager.•Dealing with consumers, resellers, commercials for marketing purposes. •Receiving PO from resellers and courier them to the client in Dubai.•Filtering new candidates by having a 2nd interview with them after HR.•Conducting product knowledge and CRM training to new candidates.•Setting agents' objectives and variables. •Generating monthly invoice and sending it to the client.

 Handling inbound calls and answering customers' sales queries.  Conducting Outbound calls, marketing the client's product.  Fully understand & adhere to company policies & procedures that generate personal professional credibility & trust.  Respect & apply company vision & values.  Answering customers' questions through Emails.  Handling sales complaints and following up with the dealers.  Making Welcome calls to customers.