Client Liaison Officer

M&M Real Estate; Dubai; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player in real estate is seeking an organized and client-focused professional to manage off-plan property sales. This role involves engaging with clients throughout the property lifecycle, from initial reservation to handover. The ideal candidate will have a strong understanding of the real estate development process, excellent communication skills, and proficiency in CRM systems. You'll play a vital role in ensuring client satisfaction and maintaining relationships, while also managing updates in Salesforce and coordinating with various stakeholders. If you're detail-oriented and tech-savvy, this opportunity is perfect for you.

Qualifications

• Experience in off-plan property sales and managing client relationships.
• Proficient in CRM systems and project tracking tools.

Responsibilities

• Engage with clients post-sale to ensure satisfaction and gather feedback.
• Review lost deals to recover business and manage client follow-ups.
• Oversee the offboarding process for departing employees and client communication.

Skills

Client Relationship Management

Salesforce Proficiency

Real Estate Development Knowledge

Communication Skills

Organizational Skills

Education

Degree in Business Administration or Real Estate

Tools

Salesforce

CRM Systems

Project Tracking Tools

Job description

The following outlines the main responsibilities, though please note that the role will evolve with business needs and expansion:

Responsibilities

1. Won Deals – After a deal is marked as closed won in SF, the support member will reach out to congratulate the client on their property purchase. They’ll inquire about any questions or feedback regarding the agent’s performance and the overall journey. These will be a series of questions which will need to be answered with a scoring system of between 1-10. They will also follow up with payment plan reminders, answer any client queries, and update Salesforce and/or the Finance team with proof of payments. The support member will maintain contact with clients every three months to ensure ongoing engagement and provide market updates.
2. Lost Deals – The support member will review lost clients to understand why the deal was ruled out and explore any opportunities to recover the business. They will verify that the agent made genuine and multiple attempts to contact the client before marking the deal as closed lost. The support member will audit the file, and if applicable, reassign the lead for further follow-up.
3. Handover Deals – When an employee leaves the company, the support member will oversee the offboarding process, ensuring that leads and opportunities are reassigned appropriately with the approval of management and/or team leads. They will also contact clients of closed deals to inform them about the staff change and ensure there are no outstanding financial or service-related issues with the departing employee.
4. Generic Updates – The support member will regularly review and update Salesforce records. We will implement a new module that will automatically generate tickets for the actions above. These tickets will need to be followed up on, with reports produced to monitor performance and insights.

Candidate Profile

An organized, client-focused professional with experience in off-plan property sales and a strong understanding of the real estate development process. This candidate is skilled at managing client relationships from reservation through to handover, providing consistent support and clear communication throughout each stage of the property lifecycle. They serve as the primary point of contact between clients, sales teams, developers, and legal representatives, ensuring all parties are aligned and informed. With a deep knowledge of off-plan purchase procedures, payment schedules, construction milestones, and handover protocols, this individual is adept at handling queries, coordinating documentation, and managing expectations in a high-value, high-stakes environment. Tech-savvy and detail-oriented, they are proficient in CRM systems and project tracking tools, and they excel at maintaining a high standard of customer experience that supports long-term client satisfaction and referrals.