Customer Service Specialist

JOB SUMMARY

Oversees the Communication Center responsible for managing all incoming and outgoing client interactions. This role ensures prompt, consistent, and courteous handling of client concerns through emails, phone calls, and walk-in inquiries. The Supervisor also coordinates with relevant internal departments to ensure client concerns are resolved within committed timelines and aligned with service standards

DUTIES AND RESPONSIBILITIES

1. Supervise day-to-day operations of the Communications Center (email, call, and walk-in desks).

2. Ensure all inbound inquiries, complaints, and requests are logged, acknowledged, and addressed promptly.

3. Monitor and respond to escalations; resolve issues or endorse to the appropriate departments. See list below for the types of post turnover concerns.

Post-Turnover Concerns:

- Copy of the as-built plan or unit layout/key plan

- Service of External Property Administration and other staff (security, housekeeping, technician etc.)

- Temporary parking slot

- Concern regarding working capital and condominium dues payment due to delay in turnover

- Request for compensation due to delay in turnover

- Condominium Corporation Concern / For Board of Trustees disposition

- Furniture and appliances warranty concerns within and beyond 7 days from acceptance of unit

- Unit Defects (cracks, leaks etc.) within and beyond the defects liability period (DLP)

- Discrepancy in unit deliverables due to undelivered/un-installed standard unit finishes and furniture

4. Prepare a weekly report on the status of all post-turnover concerns received via email, call, and walk-in desks, to be submitted to the Post Turnover Support Manager.

JOB QUALIFICATIONS AND SKILLS REQUIRED

1. Bachelor's degree in business administration, Communications, Property Management, or related field.

2. At least 23 years of supervisory experience in customer service, call center, or property management setup.

3. Excellent verbal and written communication skills.

4. Strong problem-solving and conflict-resolution abilities.

5. Proficient in Microsoft Office and CRM or ticketing tools.