Customer Experience Specialist

Duties and Responsibilities:
Customer Engagement & Account Management

• Serve as the primary point of contact for buyers, homeowners, and tenants regarding inquiries, requests, and concerns
• Provide accurate information on accounts, payments, construction progress, turnover schedules, and company policies
• Maintain consistent and proactive communication with customers

Case Handling & Issue Resolution

• Receive, document, monitor, and resolve customer complaints and service requests
• Coordinate with internal departments to ensure timely and effective resolution
• Handle escalated and sensitive cases professionally and diplomatically
• Prevent unnecessary account cancellations, legal actions, or reputational risks

Turnover & After-Sales Support

• Assist in unit turnover coordination, inspections, punch listing, and rectification follow-ups
• Monitor and ensure closure of post-turnover defects, repairs, and service requests
• Support customers during move-in and initial occupancy

Customer Experience & Process Improvement

• Gather customer feedback, complaints, data, and service trends
• Recommend improvements to customer service processes, policies, and workflows
• Support implementation of service standards, training modules, and customer experience initiatives

Documentation & Reporting

• Maintain accurate customer records, case logs, and service documentation
• Prepare regular performance and service reports
• Ensure compliance with internal policies and service-level agreements (SLAs)

Qualifications:

• Bachelor's degree in Business Administration, Hospitality Management, Real Estate Management, Psychology, Communications, or any related field.

• At least 2–3 years of experience in customer service, customer experience, after-sales, account management, or client relations.

• Preferably with experience in real estate, property development, construction, property management, housing, or related industries.

• Proven experience in handling customer complaints, service requests, escalations, and complex customer concerns.

• Familiarity with unit turnover, post-turnover concerns, defect management, warranties, and after-sales service is an advantage.

• Experience managing multiple customer accounts while maintaining high levels of customer satisfaction and service quality.

Skills & Competencies:

• Strong verbal and written communication skills, with the ability to communicate professionally across all levels.
• Excellent customer service, customer relationship management, and interpersonal skills.
• Strong negotiation, conflict resolution, and complaint-handling abilities.
• Ability to manage difficult or emotionally charged customer situations with professionalism, empathy, and diplomacy.
• Strong problem-solving and critical thinking skills with a solution-oriented mindset.
• Excellent organizational and time management skills, with the ability to prioritize multiple tasks in a fast-paced environment.
• High attention to detail and accuracy in documentation, reporting, and case management.
• Ability to work independently while collaborating effectively with cross-functional teams.