Customer Care Engineer

Customer Care Engineer (CCE) is generally the technical link between the customer, CRM, construction/project, and engineering teams, particularly after booking and during construction, snagging, and handover.

Customer Care Engineer = Technical Customer Interface CRM = Customer Process & Communication Interface This separation is important because CRM should not be expected to provide technical answers on civil, structural, MEP, design, construction quality, waterproofing, electrical systems, fire systems, or facility matters. CRM can own the customer communication and TAT tracking, while the CCE/project team provides the technical response and resolution. A good CCE should therefore have technical knowledge + customer-handling skills + strong coordination and follow-up ability.

Key responsibilities

1.Construction & Technical Updates Explain construction progress to customers.

Coordinate responses to technical queries regarding civil, electrical, plumbing, HVAC, fire safety, etc. Provide accurate information on project specifications and approved materials.

2.Customer Site Visits Coordinate and conduct scheduled customer visits. Explain the progress of the customer's unit. Clarify technical aspects of the apartment/villa during the visit. Record customer observations and concerns.

3.Snagging / Defect Management Conduct pre-handover inspections. Identify construction defects or finishing issues. Prepare snag lists and coordinate with the relevant site teams. Track closure of snags before handover.

4.Handover Support Support the technical aspects of apartment handover. Explain electrical points, plumbing fixtures, equipment, safety systems, etc. Coordinate rectification of pending issues before handover. Support the customer during the handover inspection.

5.Complaint / Service Coordination Receive technical complaints from customers. Understand whether the issue is civil, electrical, plumbing, waterproofing, etc. Raise the issue with the appropriate project/engineering team. Track the issue until closure and communicate the status to the customer.

6.Coordination with Internal Teams The CCE normally coordinates with: Project/Construction team Civil & MEP engineers Quality team Facility/Operations team CRM team

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person