Job Description

Roles & Responsibilities

1. Customer Relationship Management

• Act as the primary point of contact for customers after the sales process.
• Maintain strong and professional relationships with buyers throughout the customer lifecycle.
• Respond to customer enquiries through email, telephone, WhatsApp, and meetings.
• Provide timely and accurate updates regarding payments, documentation, project progress, registration, and handover.
• Handle customer concerns and complaints professionally and coordinate with relevant departments for resolution.
• Maintain accurate records of all customer interactions and communications in the CRM system.
• 
  

2. Sales & Post-Sales Administration

• Manage customer files from booking through handover.
• Coordinate and follow up on Reservation Forms, Sales & Purchase Agreements (SPAs), KYC documents, payment plans, and other required documentation.
• Ensure documents are completed, signed, and properly recorded within the CRM.
• Coordinate with Legal and Sales teams regarding documentation requirements and pending items.
• Track customer milestones and ensure all required actions are completed within agreed timelines.
• 
  

3. Collections & Payment Follow-Up

• Monitor customer payment schedules and upcoming instalments.
• Coordinate with Finance regarding payment receipts, outstanding balances, and statements of account.
• Follow up with customers on pending or overdue payments in accordance with company procedures.
• Maintain accurate payment and follow-up records in the CRM.
• Escalate payment-related concerns or high-risk accounts to the CRM Manager/Finance team.
• 
  

4. DLD / Oqood & Registration Coordination

• Coordinate with customers and internal teams regarding Dubai Land Department (DLD) and Oqood registration processes.
• Follow up on required documentation and registration formalities.
• Ensure customers receive clear guidance regarding registration requirements and timelines.
• Coordinate with relevant internal/external teams to resolve registration-related issues.

5. Handover & Post-Handover Support

• Track units and customers approaching handover.
• Coordinate with Finance, Projects, Legal, Construction, and Handover teams to ensure customer readiness.
• Assist in scheduling customer inspections, snagging, home orientation, and handover appointments.
• Ensure outstanding documentation and financial requirements are completed prior to handover.
• Support customers with post-handover queries and coordinate defect/snagging issues with the relevant teams.
• Maintain proper records of handover status, customer concerns, and resolutions.