Senior Officer, Customer Care

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