Customer Service Specialist - Admin

Golden Topper is an emerging real estate developer whose mission is to redefine city skylines across the Philippines and innovate the real estate landscape with world-class residences. Armed with extensive experience and leadership in residential development abroad, Golden Topper aims to bring sustainable development, high-value properties, and innovative home solutions to cater to even the most discerning lifestyles. Each project has been crafted with precision to engage, inspire senses, and provide comfortable living spaces.

As Golden Topper continues to grow, we are looking for a lot of great talents from different walks of life who can bring their individualities and creativity to strive excellence, attain rewards and achieve their full potentials with us.

The Customer Service Specialist is responsible for providing end-to-end customer service support throughout the unit turnover process, ensuring a seamless and positive experience for buyers. The role involves coordinating with internal departments, facilitating buyer communications, monitoring turnover readiness, and addressing post-turnover concerns while maintaining accurate records and ensuring compliance with company policies and service standards.

Key Duties and Responsibilities

• Handle and respond to buyer and seller inquiries received through email, telephone calls, SMS, Viber, WhatsApp, social media platforms, and walk-in visits, ensuring timely acknowledgment, accurate information, and prompt resolution of concerns.
• Review customer accounts, validate submitted documentary requirements, and process customer requests by coordinating with the appropriate departments to ensure timely and accurate completion.
• Prepare, lodge, monitor, and maintain Special Request Forms (SRFs) through both hard copy documentation and the NOAH System, including endorsement for Management approval and coordination with concerned departments for implementation.
• Prepare and release Management Disposition Letters, communicate approval or disapproval of requests to concerned parties, and ensure proper implementation of approved dispositions.
• Coordinate with the Construction Team and other concerned departments to obtain updates on unit status, construction progress, readiness, manifestations, and clearances required for the processing of unit viewing requests.
• Process and coordinate buyer viewing requests by arranging viewing schedules and facilitating mock-up unit visits when the actual unit is not yet available for viewing.
• Provide front-line customer assistance to walk-in buyers and sellers by addressing project-related inquiries, requests, account concerns, and documentary requirements while ensuring a positive customer experience.
• Handle customer concerns related to delayed turnover, construction progress, and other post-sales issues by coordinating with concerned departments, providing regular updates, and managing customer expectations regarding unit completion and turnover schedules.
• Maintain, update, and monitor Customer Service databases, monitoring tools, trackers, and records to ensure the accuracy, completeness, integrity, and timely reporting of customer transactions, requests, and operational data.
• Coordinate with internal departments to facilitate the timely processing and resolution of customer requests while ensuring compliance with established service standards and company policies.
• Prepare operational reports, monitoring reports, and other documentation required by Management to support decision making and operational efficiency.
• Perform other administrative, operational, customer service, and special assignments that may be assigned by the Immediate Supervisor and Management from time to time.

Qualifications:

• Graduate of Business related course
• Preferably with 1 - 2 years of experience in customer service- turnover
• Knowledgeable in Sales operations management, sales administration, sales support
• Proficient in MS Office (Word, Excel, PowerPoint)
• Excellent Interpersonal Skill
Has the ability to multi-task
Good Problem-solving Skill