Customer Service Specialist

About the role

The Customer Service Specialist handles inquiries, requests and complaints across all official communication channels, including phone, email, WhatsApp, social media and the company’s service platform. The role aims to provide accurate information, deliver a distinguished service experience and ensure timely resolution to boost customer satisfaction and foster long‑term relationships.

Key responsibilities

• Receive and manage customer contacts via phone, email, WhatsApp, social media and the CRM platform.
• Respond within approved Service Level Agreements while maintaining consistent tone and messaging.
• Provide accurate details about the company’s projects, lands, products and services.
• Document all interactions in the CRM promptly and accurately.
• Escalate complex issues to relevant departments and follow up until closure.
• Coordinate with Sales, Marketing, Legal and Finance teams to resolve end‑to‑end customer issues.
• Monitor social media channels, respond 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.
• Submit periodic reports on tickets, complaints and channel performance.

Required profile

• Diploma or bachelor’s degree in Business Administration, Marketing, Communication or equivalent.
• Minimum two years of customer service experience, preferably in the real‑estate sector.
• Relevant certifications such as COPC, HDI or similar are preferred.