Customer Experience Specialist - Outsource -
Skills
About This Role
Job Summary
The Customer Experience Specialist is responsible for managing community-related operations and ensuring a high level of customer satisfaction within residential communities.
The role includes monitoring community violations, coordinating with project management for corrective actions, handling residents’ maintenance requests, and managing inquiries and complaint tickets efficiently.
The specialist will also conduct inspection tours, follow up on cases, and prepare periodic reports to support operational excellence and community standards.
Key Responsibilities
- Manage day-to-day community management activities and maintain positive relationships with residents.
- Conduct regular inspection tours within the community to identify and monitor violations.
- Coordinate with project management and relevant departments to ensure timely removal or resolution of violations.
- Receive maintenance requests from residents and forward them to the concerned teams.
- Follow up on maintenance requests to ensure timely completion and resident satisfaction.
- Handle customer inquiries, complaints, and service tickets professionally and efficiently.
- Track and manage cases to ensure proper closure within agreed timelines.
- Prepare monthly and periodic reports related to community management activities, violations, complaints, and maintenance requests.
- Maintain accurate records and documentation of customer interactions and operational activities.
- Support continuous improvement initiatives to enhance customer experience and community standards.
- Ensure compliance with company policies, procedures, and service quality standards.
Education
- Bachelor’s Degree in Business Administration, Customer Experience, or any related field.
Experience
- 3 to 5 years of experience in:
- Real Estate
- Customer Service
- Community Management
Required Skills
- Strong communication and interpersonal skills
- Report preparation and presentation skills
- Community management knowledge
- Follow-up and case management skills
- Customer service orientation
- Problem-solving abilities
- Accountability and attention to detail
Core Competencies
- Problem Solving
- Accountability
- Follow-up and Coordination
- Customer Focus
- Communication Skills
- Teamwork
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