Customer Service Executive

Job Summary

The Customer Service Executive is entrusted with managing customer communications including inquiries, requests, and complaints via multiple official platforms such as phone, email, WhatsApp, social media, and the customer service system. The role emphasizes delivering precise information, ensuring a superior service experience, and resolving issues promptly to boost customer satisfaction and foster lasting company relationships.

Roles & Responsibilities

• Manage all customer interactions across official communication channels, including telephone, email, WhatsApp, social media, and the designated customer service platform.
• Ensure timely responses within agreed Service Level Agreements (SLAs) while maintaining consistent messaging and tone across platforms.
• Provide detailed and accurate information regarding the company's projects, lands, products, and services.
• Accurately record all customer interactions, requests, and complaints in the CRM or customer service platform.
• Refer complex or unresolved issues to appropriate departments or supervisors, tracking progress until final resolution.
• Collaborate with Sales, Marketing, Legal, and Finance teams to comprehensively address customer concerns.
• Monitor social media channels, responding professionally to public comments and messages aligned with the brand voice.
• Follow up on after-sales service requests to confirm customer satisfaction with solutions provided.
• Conduct surveys to collect customer feedback supporting ongoing service enhancements.
• Ensure confidentiality of customer information while adhering strictly to data protection policies.
• Prepare periodic performance reports on service tickets, complaints, and communication channel effectiveness for management review.
• Assist in developing and updating FAQs and the customer service knowledge base.
• Keep abreast of company projects, promotions, and policies to maintain information accuracy.

Qualifications

• Educational background including a diploma or bachelor's degree in Business Administration, Marketing, Communication, or related fields.
• Preferred professional certifications in customer service or contact center management (e.g., COPC, HDI, or equivalents).
• At least two years of customer service experience, ideally within the real estate industry or a similar sector.