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Ref: HP698-8289
Job description / Role
Al-Futtaim Group Real Estate (AFGRE) is the real estate development and operations arm of Al-Futtaim group which is headquartered in Dubai. AFGRE is responsible for the origination, conception, development, procurement and construction of mega projects and the leasing, sales and operation of these projects after completion.
In addition, AFGRE develops and operates an extensive multi-million dollar portfolio of individual corporate real estate and investment assets across the MENA region.
The two current flagship mixed use urban communities under the Festival City brand are the award winning, Dubai Festival City (5.2 million square metres) and Cairo Festival City (3 million square metres).
About Dubai Festival City
Dubai Festival City is an Al-Futtaim Group Real Estate development project which covers 5.2 million sq m and stretches 3 kilometres along the historic Dubai Creek that optimises the thriving and visionary spirit of Dubai.
Dubai Festival City is an established creek side, mixed use destination and premier waterfront community interconnecting finest residential, shopping, dining, leisure & entertainment, international hotels, schools, golf course, automotive park and offices. It is formed into three distinct districts and connected by a 30 kilometres internal road network and creek side promenade. This existing community offers freehold villas and apartments for sale and lease which combine traditional and contemporary architecture. Upon completion, the community will be home to 50,000 residents living in 20,000 villas and apartments, and ideal place to work for 50,000 office staff.
Dubai Festival City has recently won 3 top recognitions at The Arabian Property Awards 2010, in the categories of Best Mixed Use Development for Dubai Festival City, Best Residential Development for Al Badia Hillside Village, Dubai Festival City and Best Retail Development for Festival Centre, Dubai Festival City
About Festival Centre
Festival Centre is home to Dubai's premier concerts and festivals and has hosted world class entertainers such as Carlos Santana, Maroon 5, Tamer Hosni, Amr Diab, Shah Rukh Khan and Kylie Minogue. It has also presented Dubai with a wide array of festivals from the Emirates Airlines International Festival of Literature through to Dubai Desert Rock and Dubai Bike Week. Festival Centre hosts events, parades, entertainers and musicians each week ensuring families are always engaged and rewarded for their visit.
Festival Centre is a landmark 2m sq ft urban retail resort which forms the epicentre of Dubai Festival City now acknowledged to be one of UAE's most exciting retail, dining and leisure attractions. Set on the historic Dubai Creek, Festival Centre, offers over 400 world class retailers, 90 restaurants, cafés and bistros, a 12-screens Grand Festival Cinemas complex and a parking for more than 10,000 cars. It also boasts a stunning Marina and some of the emirate's most photographed sunset vistas.
The award winning Festival Centre has recently added the Five Star award Best Retail Development at the Arabian Property Awards 2010, and two other prestigious Retail City awards - Mall of the Year and Best Retail Destination of the Year.We are currently looking for a Call Centre Agent to answer incoming calls from customers to generate job cards, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. In addition, the Call Centre Agent will interact by phone with outside parties to make appointments, collect information or conduct follow-up.
Key Responsibilities Include:
* Receive and manage Customer, tenant calls
Call Management:
* Answer all in bound calls professionally
* Call back any missed calls
* Route calls to the respective departments
Customer Management:
* Follow up tenants/customer calls when necessary
* Update existing databases with changes and the status of each tenants and customer/prospective tenants and customer
* Collect customer details regarding Property Sales & Leasing inquiries. Create an Account for the new customers and forward the details via e-mail or iviva to the Property Sales/Leasing team
* Forward non-technical complaints or issues to the Property Management or concerned department
Maintenance Call Management:
* Generate Reactive/Corrective Job Cards through iViva System
* Update existing Job Cards as per the follow up of tenants and notify the concerned department
* Assist the tenant in rescheduling their appointments for semi-annual PPM
* Monitor, respond and take necessary action to e-mails received in call center mailbox
Customer Satisfaction Management:
* Conduct Customer Satisfaction Survey through Viva System
* Conduct quarterly customer satisfaction survey for tenants and customers
Requirements
Minimum Qualifications:
* College Diploma
* Proficient in relevant computer applications
* Good Typing skills
* Knowledge of customer service principles and practices
* Knowledge of call center telephony and technology, 2 years or more experience in a call center environment, knowledge of administration.
Job-Specific Skills:
* Strong verbal and written communication skills
* Strong listening skills, problem analysis, problem solving, customer service orientation, organizational skills, attention to detail, initiative, judgment, adaptability, team player, stress tolerance, resilience, can work under pressure and good planning skills
About the Company
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.