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    • Team Leader - Abu Dhabi - Bloom Holding

    Bloom Holding
    Bloom Holding Abu Dhabi

    2 weeks ago

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    Description

    Job Purpose:

    The Team Leader - Customer Experience is responsible for managing a team of associates who deliver a premium, end-to-end onboarding experience to prospective buyers. This role ensures that clients are greeted, educated on the project, guided through the sales and registration process, and regularly updated throughout all milestones.

    Key Responsibilities:

    • Oversee and guide the welcome and briefing process for new prospects.
    • Support the team in conducting tours of mock-up villas and explaining project features.
    • Step in personally for VIPs or complex clients to ensure superior experience.
    • Supervise the client's journey from expression of interest to SPA signing and full registration.
    • Ensure the team collects all required payments and documentation per process.
    • Verify all transactions made by the team.
    • Maintain visibility and accountability for accuracy of Salesforce updates and record management.
    • Guide and support the team in coordinating with:
    • Mortgaging banks for loan approvals and documentation.
    • Abu Dhabi Housing Authority (ADHA) on prospect status updates and eligibility checks.
    • Resolve internal coordination gaps between sales, legal, and finance as needed.
    • Attend meetings with authorities when required.
    • Monitor the service request dashboard and ensure that all cases are progressing as per SLA.
    • Review pending requests daily and assign follow-ups or flag delays.
    • Analyze trends or recurring issues and take preventive actions.
    • Act as the primary escalation point for customer complaints or issues beyond the associate level.
    • Meet with dissatisfied clients and resolve concerns professionally and efficiently.
    • Ensure closure is documented and communicated internally for learning and process improvement.

    Requirements:

    • Bachelor's degree in business administration, customer service, real estate, or related field.
    • Minimum 4 years of experience in client-facing roles within real estate, hospitality, or premium services.
    • At least 2 years of experience in a team-leading or supervisory role.
    • Familiarity with Salesforce CRM and government housing authority processes (ADHA) preferred.
    • Bilingual (English & Arabic).
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