Director of Customer Service

Director - Customer Service ( Real Estates & Property )

The Ideal candidate will responsible for leading the customer experience strategy for a property development company. They ensure buyers, tenants, and investors receive excellent service throughout the property purchase, handover, and post-completion phases.

Key Responsibilities

• Develop and implement a comprehensive customer service strategy aligned with the company's brand and development standards.
• Lead, train, and manage the customer service and aftercare teams (e.g., customer relations officers, maintenance coordinators, etc.).
• Oversee all communication with property buyers and tenants from contract signing to handover and defect resolution.
• Manage warranty issues, snagging, and maintenance requests in coordination with construction and facilities teams.
• Track customer satisfaction metrics, analyze feedback, and implement improvements.
• Work closely with sales, construction, design, and facilities management teams to ensure smooth delivery of homes and projects.
• Manage escalated complaints professionally, ensuring timely and satisfactory resolution.

Skills & Qualifications

• Proven leadership in customer service or after-sales management (ideally within property, construction, or real estate sectors).
• Ideally candidates preferred with strong backgrounds in master developers
• Strong knowledge of property handover processes and defect management.
• Degree in Business, Real Estate, Construction Management, or a related field (MBA preferred).