Senior Customer Service Executive

Customer Interaction

• Serve as the primary point of contact for clients, providing accurate and timely information about projects, units, prices, payment plans, delivery timelines, and after-sales services.
• Handle escalated customer complaints and complex property-related cases with professionalism.
• Follow up with clients regarding contracts, handovers, and service requests.
• Ensure all customer interactions are documented accurately in the CRM system.

Team Support

• Support and mentor junior customer service representatives.
• Assist in training new team members on project knowledge and customer handling methods.
• Review complex cases and provide guidance to ensure service excellence.

Reporting & Operations

• Prepare reports on customer inquiries, complaints, follow-ups, and daily operations.
• Monitor customer satisfaction metrics and identify service gaps.
• Ensure compliance with company policies, real estate regulations, and project documentation standards.
• Track client requests until full resolution.

Cross-Department Collaboration

• Coordinate with Sales, After-Sales, CRM, Finance, Legal, and Operations to resolve customer issues efficiently.
• Communicate customer feedback to management and suggest improvements.
• Support handover operations and client site visits when required.

Continuous Improvement

• Maintain updated knowledge of all real estate projects, masterplans, amenities, pricing updates, offers, and policies.
• Participate in training programs and contribute to updating customer service scripts and procedures.
• Recommend improvements to enhance the overall customer experience.