Front Desk Associate

JOB SUMMARY

The Front Desk Associate serves as a primary point of contact for customers including Buyers and Authorized Representatives across multiple communication platforms such as inbound/outbound phone calls, email, chat, walk-ins, and other electronic channels. This role is responsible for delivering comprehensive account management services, specifically addressing post-booking concerns through IRC (Inquiry, Request, Complaint) activities.

Additionally, the Front Desk Associate is expected to generate reports as required and actively contribute to ongoing process improvements and system enhancements related to their core responsibilities.

DUTIES AND RESPONSIBILITIES

1. Efficiently manage IRC operations by:

• Accurately capturing and documenting customer information and requirements
• Reviewing case details and referencing ISO documentation or other relevant resources for solutions
• Coordinating with appropriate departments to obtain updated case-related information
• Providing timely updates and follow-ups to customers until the case is fully resolved
• Offering of further assistance/regular updates and Customer Satisfaction Surveys for buyers’ feedback

2, Foster strong customer relationships through consistent and professional communication.

3. Receive and timely endorsement of documents in compliance with the cases and/or contracts assigned to Client Experience and Service Excellence Team and Sales Contract Compliance Team

4. Ensure strict compliance to Front Line and Workstation Etiquette guidelines, and basic customer service standards set by the company

5. Release of property documents, including the Title, Certificate Authorizing Registration (CAR), and Tax Declaration, to buyers. This role also involves notifying clients of relevant schedules through email and SMS, as well as overseeing the title monitoring and inventory systems to ensure accuracy, proper documentation, and secure safekeeping.

6. Adhere to established communication protocols and scripts when addressing various scenarios and topics.

7. Participate in training programs and seminars to enhance knowledge, skills, and overall performance.

8. Contribute to process improvements and system upgrades that align with the team’s core responsibilities.

9. Achieve individual and team objectives as set by Management.

10. Prepare and submit reports to the Immediate Superior, Department Heads, Management, and Brand representatives as required.

11. Perform additional tasks as assigned by the Immediate Superior or Management, essential to the completion of core responsibilities and project deliverables.

REQUIREMENTS:

1. Customer Service Background Preferably with prior experience in a customer support or call center environment.
2. Bilingual Communication Skills Strong command of both English and Filipino, with excellent verbal and written communication abilities.
3. Phone and Listening Proficiency Demonstrates confident phone handling and attentive listening to effectively address customer concerns.
4. CRM System Familiarity Working knowledge of customer relationship management tools; experience with Salesforce is a distinct advantage.
5. Technical Competence Proficient in using Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
6. Customer-Centric Approach Naturally service-oriented and capable of engaging with a wide range of personality types.
7. Time and Task Management Skilled in multitasking, prioritizing responsibilities, and maintaining productivity in a dynamic work environment.
8. Educational Background Must be a college graduate.