Role Purpose
Support the delivery of an exceptional customer experience across the customer lifecycle by managing customer interactions, resolving inquiries and complaints, coordinating with internal stakeholders, monitoring customer satisfaction, and ensuring seamless post-sales support in alignment with the company's service standards and customer experience objectives.
Key Responsibilities
Manage customer inquiries, requests, and complaints across multiple communication channels. Maintain accurate and timely documentation of customer interactions within the CRM system. Coordinate with internal departments to ensure efficient resolution of customer issues and service requests. Support customer satisfaction measurement activities, including surveys, feedback collection, and analysis. Monitor customer experience performance indicators and prepare periodic reports and insights. Follow up on post-sales activities, including unit handover and customer onboarding processes. Support the implementation of customer communication standards, service procedures, and experience improvement initiatives. Coordinate customer retention and loyalty activities to strengthen long-term relationships. Ensure fulfillment of customer commitments through effective coordination with relevant business units. Identify customer experience gaps and recommend improvement opportunities based on feedback and operational observations. Support customer engagement initiatives and contribute to enhancing the overall customer journey. Perform additional duties assigned by the Customer Experience Manager within the scope of the role.
Requirements
Bachelor's degree in Business Administration, Marketing, Customer Experience, or a related field.2–4 years of experience in Customer Experience, Customer Service, CRM, or related functions. Experience working with CRM systems and customer service platforms. Strong communication, coordination, and problem-solving skills. Proficiency in Microsoft Office applications and reporting tools. Real estate industry experience is preferred.
Key Competencies
Customer Experience Management Customer Relationship Management (CRM) Customer Complaint Resolution Communication Skills Problem Solving Stakeholder Coordination Customer Journey Awareness Reporting and Analysis Attention to Detail Customer-Centric Mindset