DCC Customer Experience and Administrative Associate at Tatu City Limited

RESPONSIBILITIES:

Overall responsibilities:

• Acting as the key communication interface between the DCC and the various internal and external DCC clients.
• Tracking DCC customer experiences across online and offline channels, devices and touchpoints.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries promptly and effectively via phone and email in line with Rendeavour and DCC’s response timelines.
• Analyzing customer feedback on service ranges as well as preparing reports.
• Documenting DCC processes, logging technical issues, customer compliments and complaints.
• Support in developing DCC programs to train customers on DCC processes.
• Evaluation of the DCC systems, processes and recommending enhancements.
• Providing required information to clients and contractors on policies, parcel plans, building development, etc. Ensuring contractors onsite understand DCC policies, parcel plans, building development, design specifications and the contractors’ code.
• Attend appropriate site meetings and resident involvement meetings.
• Complete any necessary research on construction practices and ensure that development policies align with the industry regulations.
• Prepare and submit detailed reports on any deviations in workmanship, construction activity or schedules, and appropriate recommendations.
• Documentation and reporting- developing a structured DCC filing methodology and archiving all DCC information in Egnyte and physical backup storage.
• Collation, delivery and collection of development blueprints to and from the various statutory agencies.

REQUIREMENTS

Hard skills and experience:

• Bachelor’s degree in Construction Management with more than 3 years of experience
• Well-developed communication, customer support and analytical skills
• High customer and service orientation
• Experienced in document control, filing and clerical skills
• Exceptional problem-solving and interpersonal skills and a client-centred approach.
• Great organisational, reporting and time management abilities
• Extensive experience in gathering and interpreting customer experience information