Customer Experience Specialist - Outsource

About the role

The Customer Experience Specialist will oversee day‑to‑day operations within residential communities, ensuring residents receive prompt and professional service. This role focuses on monitoring community standards, handling maintenance requests, and resolving inquiries and complaints to maintain high satisfaction levels.

Key responsibilities

• Manage daily community management activities and foster positive resident relationships.
• Conduct regular inspection tours to identify and document violations.
• Coordinate with project management and relevant departments to resolve violations quickly.
• Receive, forward, and follow up on resident maintenance requests to ensure timely completion.
• Handle customer inquiries, complaints, and service tickets efficiently.
• Track cases and ensure proper closure within agreed timelines.
• Prepare monthly and periodic reports on violations, complaints, and maintenance activities.
• Maintain accurate records of customer interactions and operational actions.
• Support continuous‑improvement initiatives to enhance community standards.
• Ensure compliance with company policies and service quality standards.

Required profile

• Bachelor’s degree in Business Administration, Customer Experience, or a related field.
• Strong organizational skills and attention to detail.
• Excellent communication abilities for interacting with residents and internal teams.
• Ability to work independently and coordinate cross‑functional efforts.

Required skills