Customer Relations Officer (CRO)

About the role

The Customer Relations Officer (CRO) will serve as the main point of contact between residents, contractors, and authorities, ensuring smooth communication and timely resolution of resident feedback throughout HDB construction and upgrading projects.

Key responsibilities

• Manage residents' feedback and complaints related to construction activities, including noise, dust, access issues, and other site-related concerns, ensuring timely resolution and maintaining positive community relations
• Prepare and distribute circulars, notices, letters, and flyers to keep residents informed of work schedules, construction activities, and project updates
• Support site office operations by maintaining accurate documentation, records, and correspondence
• Organise site visits and attend dialogue sessions to liaise effectively with HDB, Town Councils, and Residents' Committees on project-related matters
• Coordinate with the site team and contractors to follow up on residents' feedback and ensure appropriate corrective actions are taken
• Maintain good communication and professional relationships with residents and the surrounding community
• Perform other customer relations and administrative duties assigned by the Project Manager

About you

• Hold a minimum qualification of GCE O-Level or NITEC
• Possess WSQ Certificate in Service Excellence
• Demonstrate 2–3 years of relevant experience in HDB projects, preferably BTO or HIP
• Communicate clearly and effectively in English, both written and verbal
• Use Microsoft Office applications (Word, Excel, PowerPoint) proficiently
• Exhibit patience, proactivity, and a customer-oriented approach in handling resident relations (preferred)