Job Description

We are seeking a skilled and client-focused Customer Experience Specialist with a minimum of 2+ years of experience in the real estate development sector. The ideal candidate will ensure exceptional service delivery by managing client relationships, addressing inquiries, and coordinating end-to-end customer support functions.

Key Responsibilities:

• Client Relationship Management: Act as the primary point of contact (POC) for all client interactions, maintaining strong relationships through proactive communication.
• Complaint Handling: Efficiently manage and resolve client complaints, providing solutions that ensure customer satisfaction and loyalty.
• Legal Documentation: Handle the preparation, review, and management of legal documents and contracts, ensuring compliance with policies and regulations.
• Property Handover Coordination: Organize and manage the final delivery process of properties, ensuring a smooth and professional handover experience for clients.
• Client Onboarding: Guide new clients through the onboarding process, explaining procedures, agreements, and project timelines.
• Information Management: Maintain and update detailed client records, including interaction logs, feedback, and progress on outstanding issues.
• After-Sales Support: Provide continued support to clients after the sale, addressing inquiries related to maintenance, warranties, or other post-delivery services.
• Coordination with Teams: Collaborate closely with sales, legal, operations, and property management teams to address client needs and ensure a seamless service experience.
• Escalation Management: Identify and escalate complex issues to higher management while following up to ensure resolution.
• Customer Feedback: Collect and analyze customer feedback to identify opportunities for service improvement and share insights with relevant teams.
• Event and Meeting Support: Assist in coordinating meetings, property viewings, and customer events to enhance client satisfaction.
• Cross-Selling Opportunities: Identify opportunities for cross-selling or upselling additional services or properties.

Requirements:

• Experience: Minimum 2+ years of experience in customer service/care roles in the real estate development industry.

• Skills:
• Exceptional communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in legal documentation and contract handling.
• Excellent organizational and time management skills.
• Familiarity with CRM software and customer service tools.

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Type: Full-time