Specialist - Handover

Investigates and resolves client complaints and queries

Process Management:

Coordinate and manage the end-to-end property handover process from pre-handover checks to final sign-off.

Client Liaison:

Act as the main point of contact, keeping clients informed, addressing queries, managing complaints, and providing a professional experience.

Quality Assurance:

Conduct pre-handover inspections (snagging), ensure units meet quality standards, and follow up on defects.

Documentation:

Manage and process handover documents, collect signed approvals, and ensure all legal and technical paperwork is complete and filed.

Internal Coordination:

Liaise with sales operations, sales, legal, and finance teams to ensure all departments are aligned for timely completion.

Reporting:

Produce reports on handover progress and business reviews

Ensures accurate records of all client related information, contracts, agreements, and correspondence in the company CRM system

Complies with and maintains knowledge of applicable rules, regulations, standards, and best practices

Liaises with local Government Authorities and legal representatives

Performs and/or directs day to day administrative tasks

Creation, distribution and signing off documents related to Handover Services

Strategic Development

Prepares reports and statistics for Handover Manager

Leadership

Provides clients with guidance in complaint and escalation procedures

Document Management

Management and upload of all relevant records and information into CRM system in line with the Company’s document control policies and procedures. This includes all client correspondence.

Ensures safe and organized documentation keeping

Inspections/Handover

Liaise with Handover Manager and Sales Operations to ensure property seamless handover to customers in a timely manner.

Ensures any snags, issues are addressed by the relevant departments until resolution.

Reporting Inspections/Handover

Reports summarizing units handed over to clients per project

Report summarizing snags per unit per project

Report summarizing snag completion status

Any other reports required by management

Liaise with Handover Manager and Sales Operations team to ensure property seamless handover to customers in a timely manner.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Bachelor’s degree or equivalent from a recognized college/university

Professional qualification in Civil, Electrical. Mechanical, Customer Care or similar

Knowledge and understanding of Development, Real Estate and Handover process

Must have at least 3 years’ experience, of which at least 2 years in management or controlling role with background in Customer Care/ Operations and administration in Real Estate/Development Company.

Experience of delivering Customer Care to Clients in residential projects (pre and post-handover)

Demonstrable ability in dispute resolution

Effective communicator and decision maker

Proficient in Microsoft Word, Excel and Power Point

Advanced Excel skills for dashboards, trackers, data analysis, and reporting.

PowerPoint skills to prepare professional presentations and management briefs.

Aconex proficiency for document control, uploads, workflows, transmittals, and tracking.

Strong ability to manage CRM systems, documentation, and organized digital filing

PERSONAL ATTRIBUTES:

Driven to consistently deliver exceptional customer service

Outstanding interpersonal, negotiation and conflict resolution skills

Natural ability to cultivate and build long lasting relationships

Proven planning and organizational abilities

High standard of personal presentation

Arabic & English speaker