Customer service officer

Job Description

Responsibilities

Inquiry Management and Resolution:

• Channel Support: Handle incoming calls, emails, and walk-in inquiries regarding property details, payment schedules, and project updates.

• Negotiation & Dispute Resolution: Manage sensitive customer complaints and billing disputes; negotiate win-win solutions that balance customer satisfaction with company policy and profitability.

• Service Recovery: Proactively identify at-risk clients and utilize persuasive communication to retain their interest and resolve grievances.

Client Relations & Communication:

• Onboarding & Handover: Support the document collection process and coordinate with clients during the property handover phase.

• Updates & Announcements: Prepare and disseminate official communications to homeowners and prospects regarding construction milestones or policy changes.

• Database Maintenance: Ensure all customer interactions, feedback, and resolution outcomes are accurately recorded in the CRM.

Market Intelligence & Reporting:

• Feedback Synthesis: Gather and report on recurring customer pain points and field observations.

• Activity Reporting: Prepare weekly and monthly reports on resolution rates, common inquiries, and customer sentiment.

About You
Requirements

• Bachelor’s degree in Marketing, Business, Communication, or related field.

• Experience in customer service or relationship management, or hospitality.

• Strong negotiation, conflict resolution, and interpersonal skills.

• Excellent verbal and written communication skills with high organizational ability.

• Results-Oriented: Focused on achieving high satisfaction scores and resolution targets.

• Adaptability: Ability to remain professional and calm in high-pressure or confrontational situations.

• 1–2 years of relevant work experience.