Customer Care Officer

United Real Estate Company

Receives complaints and orders from property occupants via various communication channels, telephone, email via Call Centre CRM , Property Management (PM) system and Facility management system (FMS). Review the objections/orders raised and forward and follow up them to the concerned management.

Ensures that both an appropriate and adequate investigations takes place which includes the recording of all communications between the various parties and all information taken into consideration.

Responds to customer inquiries and suggestions by e-mail or through courtesy calls in a timely manner. Ensure customer satisfaction through personal recognition and prompt cordial attention during all customer interactions.

Follows through on the resolution of all complaints with the concerned department.

Provides a weekly report to the line manager with a summary of handled complaints and requests, and their latest status, details of significant ones, communications made with tenants, residents.

Obtains customer satisfaction feedback on the various services provided by property management like Maintenance, Security, Housekeeping, hospitality services etc. from tenants and owners using diverse feedback tools

Fully manages customer care support for sub-leasing tenants, addressing their specific needs and inquiries.

Assists the handover team in transitioning units and leasing sub-rented units, ensuring a smooth process for tenants and owners.

Communicates and engages with tenants through personal visits, phone calls, emails, and written communications, adhering to URC s communication standards and protocols

Responsible for Coordinating with internal departments (FM, Leasing, Marketing, and Operations) to ensure alignment and prompt action on customer-related matters.

Keeps abreast of updates and changes to URC's products and services to provide accurate information and support to tenants.

Maintains confidentiality of all sensitive matters in the performance of job duties.

Aids the line manager in ensuring that all standards within the customer charter are met.

Keeps all relevant parties informed of assigned work programs as much as possible.

Supports and advises tenants using URC organization's products or services.

Perform other Duties as requested by line manger