The Client Relations Officer is responsible for ensuring smooth daily operations and first-line customer service functions during the payment period, up to residential unit handover or acceptance.
Responsibilities
- Ensures the proper setup and professional, efficient, pro-active and smooth daily operations of the Client Relations Unit.
- Assists in monitoring post-handover concerns and directs these to proper units in RHK, PMO or Legal for immediate handling and resolution.
- Establishes processes and standards for various critical operations such as policies, spiels, templates & Notices; FAQs for inbound/outbound/Face-to-Face Communications, Buyer Acceptance, Buyer Punchlist, and various requests & concerns handling.
- Ensures that all key metrics are consistently met by the Team, such as BPL TATs, Zero buyer punchlist, service turnaround times, customer delight feedback, and other metrics.
- Handles special projects including MyVelaris App design & implementation, special procurements, and others that may be assigned.
- Coordinates with key departments and personnel such as Technical, Customer Service, Property Management, Procurement, and other relevant departments.
- Provides timely reports, analysis-recommendations–decisions-action plans on Residential CS and Handover activities.
Qualifications
- Minimum Educational Attainment: College Graduate
- Preferred Course/Training Registration: Real Estate / Property Management, Engineering/ Construction, Building Tech Management, Hotel & Restaurant Management
- Years of Experience: Minimum 5 years experience in relevant field
Required Skills
- Experience in Turnover & Warranty Services, Facilities/Property Management, Hotel Operations, Customer Service, Engineering/ Construction
- Established leadership and team-building skills
- Excellent written and oral communicator
- Highly organized, efficient time-management, high operational & productivity standards
- Good attention to details such as engineering plans, legal documents, frontline communications
- Proficient in Microsoft Office, Novade, other required Apps & Software
