Customer Service Specialist

Job Summary

The Customer Service Specialist is responsible for handling customer inquiries, requests, and complaints across all official communication channels — phone calls, email, the company WhatsApp, social media channels, and the customer service platform. They will provide accurate information, deliver a distinguished service experience, and ensure timely resolution of issues to enhance customer satisfaction and strengthen long-term relationships with the company.

ROLES & RESPONSIBILITIES

1. Receive and handle customer inquiries, requests, and complaints across all official channels: phone calls, email, the company WhatsApp, social media channels, and the customer service platform.
2. Respond to customers within the approved Service Level Agreements (SLAs) and ensure consistency of message and tone across all channels.
3. Provide accurate information about the company's projects, lands, products, and services.
4. Document all interactions, requests, and complaints in the customer service platform / CRM accurately and on time.
5. Escalate complex issues and complaints to the relevant department or direct manager and follow up until closure.
6. Coordinate with the Sales, Marketing, Legal, and Finance teams to resolve customer issues end-to-end.
7. Monitor the company's social media channels and respond to public comments and direct messages professionally and in line with the brand voice.
8. Follow up on after-sales requests and ensure customer satisfaction with the provided resolution.
9. Conduct customer satisfaction surveys and gather feedback to support continuous service improvement.
10. Maintain customer confidentiality and comply with the company's data protection policies.
11. Submit periodic reports on tickets, complaints, and channel performance to the direct manager.
12. Contribute to building and updating the FAQs library and customer service knowledge base.
13. Stay updated on the company's projects, offers, and policies to ensure accuracy of the information provided.

QUALIFICATIONS

Minimum Education Required

• Diploma or bachelor's degree in Business Administration, Marketing, Communication, or equivalent.

Professional Certifications Required

• Customer service or contact center certifications are preferred (e.g., COPC, HDI, or equivalent).

Years of experience are required.

• Minimum two years of experience in customer service, preferably in the real estate sector or a related industry.