Customer Service Assistant Manager - Manila - ref. z88081703
We are looking for a Customer Service Assistant Manager with strong leadership, empathy, and problem-solving skills to manage homeowner and buyer concerns, and complaints. This role is crucial in maintaining customer satisfaction, trust, and loyalty by ensuring a smooth and professional resolution process, from purchase to post-turnover.
- Lead and oversee the Customer Service handling all homeowner and buyer complaints and inquiries
- Establish, implement, and improve customer service policies and complaint resolution protocols
- Respond promptly, professionally, and empathetically to escalated customer concerns
- Coordinate with internal departments (e.g., Construction Operations, Sales, Customer Management Group, Project Development, Legal) to resolve complaints quickly and effectively
- Maintain accurate documentation of all customer cases, complaints, resolutions, and follow-ups
- Monitor service quality, set KPIs, and track customer satisfaction metrics
- Prepare and submit regular reports to management on customer feedback, recurring issues, and areas for improvement
- Ensure compliance with company policies, warranties, and statutory obligations in handling customer complaints
Qualifications:
- Bachelor's Degree in Business Administration, Real Estate Management, Communications, or related field
- Minimum 15 years of experience in customer service, preferably in real estate developer or property management
- Proven experience handling customer complaints and leading a service team
- Knowledgeable with the Philippine Building Code and construction-related processes
- Strong communication, conflict resolution, and interpersonal skills
- Detail-oriented with excellent organizational and documentation skills
- Proficient in using CRM systems and Microsoft Office
- Empathetic yet professional approach to customer service
Pacifica Homes Development Corporation (PHDC) is a fast-growing real estate developer on a mission to provide affordable, premium homes across the Philippines. We specialize in creating homes with mid-market amenities at accessible prices, leveraging innovative construction technologies to deliver quality homes built to last a lifetime.
Our flagship project, Hamana Homes, sets the standard for affordable residential living, combining modern architecture, spacious lots, and sustainable design. Located in Magalang, Pampanga. Hamana Homes is a reflection of our promise of delightful living made better, ensuring every home brings families closer to a brighter and more comfortable future.
As an affiliate of Century Pacific Food, Inc. (makers of Century Tuna, 555, Argentina, Angel, Birch Tree, and more), we are rapidly expanding and excited to reshape the future of housing in the Philippines. Join our dynamic team and help us make homeownership more accessible for Filipinos.
Explore more at www.hamanahomes.com.ph.