Key responsibilities

• Serve as the first point of contact for all inquiries and complaints from owners/tenants, providing timely and high-quality customer service.
• Thoroughly investigate customer complaints to identify the root cause and ensure appropriate follow-up actions are taken to achieve complete resolution and customer satisfaction.
• Escalate unresolved issues according to established procedures to ensure efficient and effective handling of all customer concerns.
• Educate community members on DHCM's rules and regulations to promote and ensure consistent compliance.
• Execute the timely collection of service charges for assigned communities to guarantee the availability of funds for essential community services.
• Communicate any changes or issues related to service charges to owners/tenants to prevent disruptions to community services.
• Conduct regular site inspections of assigned communities to assess the condition of assets and the quality of soft services (pest control, cleaning, waste management, landscaping, security), ensuring decent living standards.
• Monitor the performance of third-party service providers against Service Level Agreements (SLAs) to ensure the required community maintenance services are delivered effectively.
• Provide feedback and coordinate with relevant internal departments and/or external service providers to address identified issues with community infrastructure and/or soft services promptly and satisfactorily.
• Issue No Objection Certificates (NOCs) for assigned communities, ensuring all community activities are conducted safely, securely, and in compliance with community regulations.
• Maintain and update the owner database to ensure accurate contact information for service charge collection and ongoing communication.
• Log all customer complaints in the system to accurately record and track the progress of issue resolution in a timely and quality manner.
• Participate in the budgeting process for assigned communities in collaboration with the Community Manager, providing relevant information for accurate budget preparation to maintain communities according to DHCM standards.
• Identify opportunities for continuous improvement in systems, processes, and practices, considering international best practices, business process optimization, cost reduction, and productivity enhancement.
• Adhere to all relevant departmental policies, processes, standard operating procedures, and instructions to ensure consistent and controlled work execution.
• Prepare Facility and Community Management departmental statements and reports accurately and timely to meet DHCM and departmental requirements, policies, and standards.