Customer Relation Supervisor

I. Job Role

Responsible for managing and coordinating customer service activities at the reception office, mock-up units, and project areas, ensuring the best possible experience for customers during site visits and transactions.

Oversee the reception, customer consultation, organization, and supervision of the property handover process, ensuring smooth condominium operations post-handover and addressing any arising issues.

II. Responsibilities

1. Managing the Operations of the Customer Reception Office & Mock-up Units:

• Manage daily operations at the customer reception office and mock-up units, ensuring that the display areas are always in optimal condition.

• Coordinate and arrange customer appointments, organize project tours, and ensure a professional reception process.

• Monitor service quality and propose improvements to enhance the customer experience.

• Conduct direct customer receptions and project presentations, creating a strong initial impression.

• Collaborate with relevant departments to organize customer events and seminars at the reception office.

2. Property Handover & Operations Management Supervision:

• Manage and execute the property handover process for customers as per approved procedures, ensuring a smooth and timely transition.

• Receive and handle customer feedback and complaints regarding the quality of handed-over properties.

• Oversee the repair and warranty process post-handover to ensure customer satisfaction.

• Coordinate with and supervise the property management unit to propose and maintain high-quality service standards for the project..

3. Team Development:

• Build and develop a customer relations team to meet job requirements and align with the company’s strategic direction.

• Ensure that the customer relations team adopts a sales-oriented mindset, proactively supporting consultations and facilitating transactions.

4. Reporting:

• Provide periodic reports on customer reception activities, customer feedback, and proposed service improvements.

• Monitor and report on the operational status of residential properties, proposing solutions for any arising issues.

5. Perform other duties as assigned by the direct manager.

a. Education - Graduated from university with related majors.

b. Knowledge - Knowledgeable and experienced in the field of real estate.

c. Experience

• Professional experience - 05 years or more in the field of customer care

• Sales-oriented mindset and professional customer service

approach.

- Strong consulting and persuasion skills throughout the

customer journey, from reception to post-sales support.

d. Specific skills/ Other - Ability to train and inspire the customer service team, fostering

requirements a sales-driven mindset and effective business support.

- Professional demeanor; a well-groomed appearance is an

advantage.

- Proficiency in English is a plus.

- Responsibility

e. Personal qualities - Integrity

- Innovation