About this role
JOB DESCRIPTION
Key Responsibilities Customer Relationship Management
• Serve as the primary point of contact for residents / homeowners • Handle customer inquiries, feedback, requests, and complaints through multiple channels (phone, email, walk-ins, mobile applications, and digital platforms) • Build and maintain strong relationships with residents to enhance customer satisfaction and community engagement • Ensure professional, courteous, and customer-centric service at all times
Complaint Handling & Resolution
• Investigate customer complaints and coordinate with relevant departments for timely resolution • Monitor complaint cases from initiation through closure • Escalate critical issues to management when necessary • Ensure all complaints are documented and resolved within agreed Service Level Agreements (SLAs) • Conduct follow-up calls and communications to ensure customer satisfaction after issue resolution Property Handover & Defects Management
• Support residential unit handover processes and customer orientations • Coordinate defect inspections and rectification works with contractors and technical teams • Monitor defect liability period activities and ensure closure of outstanding issues • Maintain accurate records of defects and rectification status Resident Engagement & Community Support
• Assist in organizing resident engagement activities, community events, and customer appreciation programs • Promote community initiatives and maintain positive resident relations • Gather customer feedback to improve services and resident experience Service Coordination
• Coordinate with Facility Management, Security, Housekeeping, Engineering, and Contractors regarding resident requests • Track progress of service requests and ensure completion within target timelines • Monitor service quality and vendor performance from a customer perspective Customer Experience Improvement
• Analyze customer complaints, feedback trends, and satisfaction data • Identify recurring issues and propose improvement initiatives • Support implementation of customer experience enhancement programs • Prepare reports and recommendations for management review Reporting and Administration
• Maintain accurate customer records and service request databases • Generate periodic reports on customer satisfaction, complaints, response times, and service performance • Ensure documentation complies with company policies and regulatory requirements • Support audits and customer service quality assessments. Compliance and Standards
• Ensure compliance with company policies, residential regulations, safety procedures, and customer service standards • Adhere to confidentiality requirements regarding customer information • Support implementation of sustainability and quality service initiatives
JOB REQUIREMENTS
Qualifications
• Bachelor's Degree in Business Administration, Hospitality Management, Property Management, Real Estate, Communications, Marketing, or related discipline • Additional certifications in Customer Experience (CX), CRM, Property Management, or Customer Service are advantageous • Minimum 5 years of experience in Customer Care, Customer Service, Customer Experience, Property Management, Estate Management, Hospitality, or Residential Services • Experience handling customer complaints and service recovery
BUSINESS SEGMENT
Real Estate
PLATFORM
Operating Division