Customer Service Representative

The Customer Service Representative is responsible for managing customer enquiries, addressing customer concerns, and providing timely support throughout the development and construction process. The role requires strong communication and coordination skills, attention to detail, and the ability to work closely with internal departments to ensure a positive customer experience.

Job Specifications

1. Customer Inquiry Management

• Handle customer enquiries through phone, email, messaging platforms, and in-person interactions.
• Provide accurate and timely information regarding project status, timelines, handover, and other customer-related matters.
• Liaise with relevant internal departments to obtain information and ensure timely responses to customers.

2. Issue Resolution

• Identify and address customer concerns and complaints in a professional and timely manner.
• Coordinate with Project, Sales, Property Management, and other relevant departments to resolve customer issues.
• Follow up on outstanding matters and ensure appropriate updates are provided to customers.

3. Customer Relationship Management

• Act as a point of contact for assigned customers throughout the project and post-sales process.
• Maintain regular communication with customers and provide updates on relevant matters.
• Gather customer feedback and identify areas for improvement in customer service.

4. Documentation & Reporting

• Maintain accurate records of customer enquiries, complaints, correspondence, and resolutions.
• Update customer information and relevant records in the Company's systems.
• Prepare customer service reports and updates for Management as required.

5. Cross-Functional Coordination

• Coordinate with Sales, Project, Contracts, Finance, Property Management, and other departments on customer-related matters.
• Follow up with internal teams to ensure customer requests and issues are resolved within the required timeline.
• Share customer feedback and recurring issues with Management for process improvement.

6. Other Duties

• Assist in customer-related activities, events, handover arrangements, and other operational matters when required.
• Perform any other duties and responsibilities as assigned by Management from time to time.

Requirements

• Diploma or Degree in Business Administration, Customer Service, Communications, Marketing, or a related field.
• Minimum 2 years of relevant experience in customer service, property development, hospitality, or a related industry.
• Good communication and interpersonal skills.
• Strong problem-solving and follow-up skills.
• Customer-oriented, proactive, and able to handle complaints professionally.
• Proficient in Microsoft Office applications.
• Mandarin-speaking candidates are preferred.
• Willing to work 5.5 days per week.