Description:
Pantheon Development is looking for a Sales Admin & Customer Service Executive to support our Collections Department. This role focuses on managing customer interactions, ensuring timely payment collections, and maintaining strong client relationships. You will be responsible for handling calls, clarifying account statements, resolving issues, and collaborating with internal teams to ensure smooth financial operations.
Key Responsibilities
1. Customer Communication & Payment Follow-ups
- Handle inbound and outbound calls to follow up on outstanding payments, address customer queries, and provide account clarifications.
- Ensure a professional and customer-focused approach while balancing the need to achieve timely collections.
2. Statement of Account (SOA) Review & Clarifications
- Prepare, review, and explain Statements of Account to customers.
- Resolve discrepancies by coordinating with finance and sales teams.
- Guide customers to understand their payment schedules and outstanding dues.
3. Follow-up & Documentation
- Conduct regular follow-ups via phone calls and emails to ensure payment commitments are honored.
- Maintain accurate logs of all interactions, agreements, and updates in the system.
- Track and record payment commitments for reporting purposes.
4. Data Management & Reporting
- Use Microsoft Excel (basic formulas, VLOOKUP, pivot tables) to update, track, and analyze payment records.
- Provide periodic reports on collection status, customer commitments, and pending payments to management.
5. Walk-in Customer Support
- Attend to walk-in customers at the office, handling inquiries, clarifying account concerns, and providing on-the-spot assistance.
- Ensure a positive customer experience through prompt resolution of issues.
6. Escalation & Issue Resolution
- Handle customer escalations with professionalism and empathy.
- Work with internal teams to resolve disputes or issues that may delay collections.
- Minimize disruption to service levels while protecting the company’s interests.
7. Documentation & Compliance
- Manage Noqodi transactions, Sales and Purchase Agreements (SPA), and related documents with accuracy.
- Ensure compliance with company policies, legal requirements, and audit standards.
8. Team Collaboration
- Work closely with the Sales, Finance, and Operations teams to address payment-related challenges.
- Share insights and feedback to improve collection efficiency and customer satisfaction.
Key Skills
- Strong communication and interpersonal skills with a customer-first mindset.
- Excellent telephone etiquette and ability to handle both inbound and outbound calls effectively.
- Proficiency in Microsoft Excel (basic formulas, VLOOKUP, pivot tables).
- Good negotiation and persuasion skills to secure timely payments.
- Problem-solving ability to handle escalations and disputes professionally.
- Strong attention to detail for handling SOA, Noqodi, and SPA documentation.
- Ability to work under pressure and manage multiple tasks efficiently.
Qualifications
- Bachelor’s degree in business administration, Finance, Accounting, or related field.
- 2–4 years of proven experience in Collections, Sales Administration, or Customer Service (real estate/property development experience preferred).
- Familiarity with Noqodi platform, SPA handling, and real estate documentation.
- Fluency in English (Arabic is an added advantage).
- Experience working in a real estate or property development environment will be highly desirable.