JOB SUMMARY
The Customer Service Assistant (Frontline) is responsible for the proper and timely handling of daily frontline transactions. This includes attending to walk-in sales and marketing assistants, reviewing and processing buyer requests, creating and endorsing CRM tickets with complete documentation, and coordinating with appropriate resources for urgent concerns. The role requires maintaining professionalism, accuracy in system entries, protecting sensitive information, and actively participating in team meetings while supporting other duties as assigned by supervisors or managers.
YOUR ROLE, YOUR IMPACT
- Attend to walk-in Sales Support and Marketing Assistants within an acceptable waiting time
- Accept and review documents submitted in relation to buyer request
- Create tickets for buyers requests and inquiries in the CRM.
- Endorse created tickets with complete/required attachments to the supervisor.
- Be abreast with all organization's products, service, procedures and guidelines
- Ensure 100% accuracy of all encoded information in the system, as authorized
- Protect sensitive information/data that must not be disclosed to Clients/Sellers/Non-Clients
- Coordinate with appropriate resource for resolution of urgent concerns and escalate critical issues to the Supervisor
- Participate effectively in team meetings
- Keep her/himself sound, dress and act as professional, at all times
- Perform other duties and functions as may be required by the CCC Manager or CSDH
WHO WERE LOOKING FOR
- A graduate of any 4 years course.
- Preferably with background in real estate; with experience in customer service
- At least 1 year of work experience (customer service experience preferred but not required)
- Strong English communication skills (written and verbal)
- Credibility - Demonstrates honesty, trustworthiness and commitment in all forms of transaction, with sound moral and strong ethical principles at work
- Communication - Above average oral and written communication skills; ability to use positive language to steer a conversation toward a positive outcome; exudes confidence when interacting with clients
- Emotional Balance - Patient; can deal with stress and pressure; ability to maintain emotional balance and self-control to face various situations/types of clients confidently and successfully
- Empathy - ability to look at a situation through the eyes of a customer and enable to provide the highest degree of service
- Good comprehension and analytical skills - ability to understand and process information towards resolution of concerns
- Good decision making - ability to work independently and make decisions that balance the interests of the Company and the Customer
- Flexibility - ability to adapt to situations, improvise and shift strategies to meet different types of challenges
