Senior Associate, Customer Relations Management

About the role

The Senior Associate, Customer Relations Management will handle post‑handover customer concerns during the Defects Liability Period. You will act as the primary point of contact, ensuring issues are resolved within agreed Service Level Agreements while maintaining high customer satisfaction.

Key responsibilities

• Serve as the main contact for customers reporting defects after handover, managing communications across multiple channels.
• Coordinate site visits with the Defects Liability Period team and contractors to inspect and resolve issues within SLA timeframes.
• Track, follow up and close Defects Liability Period cases, keeping accurate records and providing regular status updates to customers.
• Generate performance and satisfaction reports, highlighting recurring problems and suggesting process improvements.

Required profile

• Bachelor’s degree in Business Administration, Construction Management, Engineering or a related field.
• 2–3 years of experience in customer service, preferably within real‑estate or construction environments.
• Strong knowledge of Defects Liability Period processes, construction standards and defect rectification procedures.
• Excellent communication skills in English; Arabic is a plus.

Required skills

• Defect rectification procedures
• Customer Relationship Management systems
• Construction standards
• Defects Liability Period processes
• Microsoft Office