Customer Experience Officer

Overview

Responsibilities

• Customer Service & Client Engagement:
• Attend to client enquiries via walk-in, phone, email, and digital channels.
• Support client onboarding, documentation, and property allocation processes.
• Provide timely and accurate information on projects, payments, and timelines.
• Complaints Handling & Service Resolution:
• Receive, log, and resolve customer complaints professionally.
• Escalate complex issues to the appropriate internal teams.
• Follow up to ensure issues are fully resolved and clients are satisfied.
• Property Handover & After-Sales Support:
• Assist with property inspections, snag lists, and handover processes.
• Support post-handover client needs and service requests.
• Record Keeping & Reporting:
• Maintain accurate customer records and service logs using CRM or internal systems.
• Prepare daily/weekly customer service reports as required.
• Service Quality & Brand Representation:
• Uphold WKSC’s service standards, professionalism, and brand image.
• Gather customer feedback and contribute to service improvement initiatives.

Requirements

• Candidates should possess an OND / HND / Bachelor’s degree in Business Administration, Marketing, Mass Communication, Estate Management, or related field.
• Experience:
• 1–3 years experience in customer service, client relations, hospitality, or real estate-related roles.
• Experience in real estate, property management, or luxury service environment is an advantage.
• Technical Skills:
• Customer service & client relationship management
• CRM systems and basic data entry
• Complaint handling and service recovery
• Knowledge of real estate sales and post-handover processes (added advantage)
• Soft Skills:
• Excellent communication and interpersonal skills
• Customer-focused mindset
• Problem-solving and attention to detail
• Professionalism, empathy, and emotional intelligence
• Ability to work under pressure