Customer Service Executive

About the role

The Customer Service Executive will manage all customer inquiries, requests and complaints across phone, email, WhatsApp, social media and our customer service platform. The role aims to deliver accurate information, ensure timely resolutions and enhance overall customer satisfaction.

Key responsibilities

• Receive and handle customer inquiries, requests and complaints via phone, email, WhatsApp, social media and the service platform.
• Respond within approved Service Level Agreements while maintaining consistent tone and messaging.
• Provide accurate information about projects, lands, products and services.
• Document all interactions in the CRM system promptly and accurately.
• Escalate complex issues to relevant departments and follow up until closure.
• Coordinate with Sales, Marketing, Legal and Finance teams to resolve issues end‑to‑end.
• Monitor social media channels, responding to public comments and direct messages professionally.
• Conduct after‑sales follow‑up, customer satisfaction surveys and gather feedback for continuous improvement.
• Maintain confidentiality and comply with data protection policies.
• Prepare periodic reports on tickets, complaints and channel performance.
• Contribute to the FAQ library and knowledge base.

Required profile

• Diploma or bachelor's degree in Business Administration, Marketing, Communication or a related field.
• Preferred customer‑service or contact‑center certifications (e.g., COPC, HDI).
• Minimum two years of customer‑service experience, preferably in real estate or a related industry.

Required skills