Customer Care Specialist

The Customer Care Specialist reports to the Customer Care Manager.

Job Responsibilities

Customer Concerns:

• Address customer concerns and complaints through a ticketing system.
• Ensure end-to-end resolution and monitoring of all customer issues.

Communication:

• Communicate with customers to provide updates on their concerns and resolutions.
• Ensure clear and effective communication with internal departments to resolve issues.

Reporting:

• Maintain accurate records of customer interactions and resolutions.
• Prepare reports on customer care activities for the Customer Care Officer.

Quality Assurance:

• Follow quality assurance processes to ensure customer satisfaction.
• Collaborate with the Handover team to ensure smooth and satisfactory unit turnovers.

Feedback:

• Gather and analyze customer feedback to identify areas for improvement.
• Provide suggestions to enhance customer service processes.

Other Support:

• Performs other functions when deemed necessary.

Qualifications

Technical Skills:

• Proficiency in customer service software and ticketing systems.
• Familiarity with real estate industry practices and processes.

Communication Skills:

• Excellent verbal and written communication skills.
• Ability to effectively communicate with customers and internal teams.

Organizational Skills:

• Strong organizational and time-management skills.
• Ability to manage multiple tasks and priorities.

Interpersonal Skills:

• Strong interpersonal skills and ability to work effectively with employees at all levels.

Problem-Solving Skills:

• Basic problem-solving and decision-making skills.
• Ability to resolve customer issues efficiently and effectively.

Education:

• Bachelor’s degree in Business Administration, Customer Service, or a related field.

Experience:

• Minimum of 2 years of experience in customer service.