Customer Care Representative

Job Summary:The Customer Care Representative is responsible for providing exceptional support to clients throughout their journey with the company—from initial inquiry to after-sales services and unit handover.

The role involves responding to customer inquiries, resolving issues efficiently, managing contract-related processes, and coordinating engineering modifications as requested by clients.

The officer ensures accurate customer data, seamless communication with internal departments, and a high level of customer satisfaction that reflects the company’s standards and professionalism.

Responsibilities & Duties:Handle all incoming customer inquiries professionally and in a timely manner, providing accurate information regarding contracts, expected delivery dates, and any changes or updates in project phases.Understand customer needs and accurately identify issues, resolving them by clarifying the complaint, determining the root cause, selecting the optimal solution, explaining it, and following up to ensure the issue is fully resolved.Manage all after-sales services, including following up with customers post-contract, addressing their concerns, and ensuring their satisfaction with the services provided.Oversee the handover process of units to customers, ensuring all required documentation, inspections, and quality standards are met.Follow up on customer-requested engineering modifications, coordinating with the engineering and site teams to ensure accurate execution and timely completion.Update customer data in the company database, including reviewing payment status and monitoring updates related to contracted units.Maintain accurate customer records in the CRM system, including contact details, addresses, and email information, ensuring all data is up to date and complete.Manage all stages of contract preparation in coordination with relevant departments, ensuring information accuracy and proper delivery of documents to customers.Prepare and organize all customer-related reports and documentation to support follow-up processes and enhance the customer experience.Engage with customers regularly to ensure their satisfaction and provide the necessary support throughout their interaction with the company.

Educational Qualifications:Bachelor’s degree in Business Administration, Accounting or any related field.Professional training courses in Customer Service or CRM systems are (preferred).Work Experience:02 – 05 years of experience in customer service, within real estate development.Experience in handling customers through contracting, handover, and after-sales service stages.Experience in following up on engineering modifications and coordinating with technical teams (preferred).Technical SkillsExcellent verbal and written communication skills.Strong problem-solving abilities and the capability to manage challenging situations effectively.Strong organizational skills, time management, and follow-up abilities.Proficiency in computer applications and CRM systems.Ability to read and understand basic technical documentation related to real estate units (added advantage).Good negotiation skills and the ability to deliver information clearly and accurately.Personal Attributes:Professionalism, courtesy, and the ability to deal with various types of customers.Ability to work under pressure and meet deadlines.High attention to detail.Initiative, teamwork spirit, and a positive attitude.Professional appearance.Additional Requirements:Willingness to conduct field visits when required, especially during unit handover or engineering modifications follow-up.Good command of the English language (preferred).