Team Leader Key Account Associate Bloom Holding

Responsibilities:

Customer Engagement & Experience Oversight

• 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.

Registration & Onboarding Process Management

• 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.
• Verifies all transactions made by the team.
• Maintain visibility and accountability for accuracy of Salesforce updates and record management.

Stakeholder Coordination

• 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 were needed.
• Attend meetings with the authorities when/if required.

Service Request & SLA Monitoring

• 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.

Complaint Escalation & Resolution

• 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.

Team Leadership & Motivation

• Lead, motivate, & mentor a team of Key Account Associates to consistently deliver high-quality service.
• Conduct regular coaching sessions, share feedback, and support growth.
• Set and monitor individual KPIs and ensure accountability across the team.