Document Controller

Job Purpose

The Document Controller is responsible for the timely, accurate, and efficient preparation and management of documents. This includes controlling the numbering, sorting, filing, storing, and retrieval of both electronic and hard copy documents produced by technical teams, projects, or departments.

Key Responsibilities

• Manage the copying, scanning, storage, and organization of company documents, ensuring proper version control and accessibility.
• Review contracts and documentation for accuracy, making edits and updates as necessary.
• Maintain and update technical documents, including manuals, workflows, and procedures.
• Distribute project-related documentation to relevant internal teams in a timely and organized manner.
• Organize and file documents in both physical and digital formats, maintaining structured and retrievable records.
• Create standardized document templates to improve efficiency and consistency across the organization.
• Retrieve requested documents quickly and accurately for employees and clients, ensuring easy access to critical information.
• Monitor and manage the overall flow of documentation across departments to ensure smooth operations and proper tracking.
• Handle sensitive documents and agreement terms with a high level of confidentiality and discretion.
  
  

Key Accountabilities

• Ensure timely and professional resolution of escalated issues to maintain client trust and satisfaction; achieve response and resolution SLAs.
• Maintain a high customer satisfaction score and ensure consistent adherence to service response time standards.
• Facilitate cross-department coordination and follow-through to ensure resolution of client concerns within defined timeframes.
• Ensure documented follow-ups with all clients post-resolution and track client satisfaction outcomes through follow-up feedback.
• Provide monthly feedback reports to management with trends, root causes, and recommendations for improving the customer experience.
  
  

Job Specification (Qualifications)

• Bachelor’s degree in Business Administration, Real Estate, or a related field.
• Minimum 1-2 years of experience in customer service, preferably within the real estate or property sector.
• Excellent interpersonal, communication, and conflict resolution skills.
• Ability to multitask, prioritize, and work under pressure.
• Proficient in MS Office; experience with property management software is a plus.