Customer Excellence and Experience
- Establish and implement customer service standards, procedures, and service-level expectations across the customer journey.
- Monitor customer satisfaction, complaints, and feedback, ensuring timely resolution, effective follow-up, and appropriate escalation of complex cases.
- Coordinate with Construction, Sales, Legal, Finance, Facilities Management, and other relevant departments to resolve customer issues and improve service delivery.
- Analyze recurring complaints and service gaps, identify root causes, and recommend corrective and preventive actions.
- Identify opportunities to streamline customer service processes, improve response times, and enhance operational efficiency.
- Promote a customer-centric culture by ensuring professional communication, service ownership, and consistent handling of customer interactions.
- Monitor customer satisfaction indicators and recommend initiatives to improve the overall customer experience.
CRM Management
- Oversee the effective implementation, operation, and continuous improvement of the Customer Relationship Management (CRM) system to support customer service activities and customer lifecycle management.
- Ensure the accuracy, completeness, confidentiality, and timely updating of customer records and service-related information.
- Monitor customer interactions, inquiries, complaints, service requests, and feedback through the CRM system, ensuring appropriate tracking and follow-up.
- Establish and monitor procedures for logging, assigning, escalating, and closing customer requests within agreed service timelines.
- Collaborate with IT and relevant business stakeholders to enhance CRM functionality, improve data quality, and streamline customer service workflows.
- Develop initiatives to improve customer engagement, satisfaction, and retention through effective use of customer data and service insights.
Property Handover Management
- Oversee the end-to-end property handover process, ensuring the timely, smooth, and professional delivery of units to clients in accordance with approved schedules and procedures.
- Ensure that all handover documentation, contractual requirements, and applicable compliance procedures are completed accurately and on time.
- Supervise property inspections and coordinate the identification, tracking, and resolution of outstanding defects before handover, in collaboration with the relevant technical teams.
- Coordinate with Construction, Legal, Sales, and other relevant departments to ensure unit readiness and resolve issues that may affect handover schedules.
- Ensure clients receive all required documentation, property information, operating instructions, and necessary guidance during the handover process.
Job Requirements
Education
- Bachelor's degree in Business Administration, Management, Marketing, or a related field.
Experience
- Minimum of 7 years of relevant experience in the real estate industry.
- Proven experience in customer service operations, property handover, and post-sales services.
- Demonstrated experience in CRM system management and customer relationship processes.
- Previous experience supervising or leading a customer service team is preferred.
Technical Competencies
- Real Estate Operations and Property Handover Management.
- Customer Service and Post-Sales Operations.
- CRM Systems and Customer Data Management.
- Customer Complaint Handling and Service Recovery.
- Customer Satisfaction Measurement and Reporting.
- Process Improvement and Service Quality Management.
- Performance Monitoring and KPI Reporting.
- Microsoft Office and reporting tools.
Behavioral Competencies
