Customer Service OfficerSM Investments

Job Description
General Duties
Responsible in overseeing his/her team in processing buyer's requests in an accurate, timely & competent manner.
Detailed Duties
1. Review and analyze case history of buyer's request and provide recommendation to approvers.
2. Ensure that CRFAs are updated with the company policies and procedures relevant to processing buyer's requests, and ensure compliance thereof.
3. Review letters and IOMs and ensure contents are complete and relevant.
4. Monitor progress and aging of buyer's requests escalate issues in a timely manner.
5. Establish an efficient system in processing buyer's requests to minimize or avoid service complaints.
6. Monitor team adherence to set Turn-Around-time (TAT) / Service Level Agreement.
7. Evaluate performance of subordinates and recommend necessary personnel action. Elevate all personnel performance related issues immediately to superior.
8. Motivate and encourage CFAs through positive communication and feedback.
9. Perform other duties and functions as may be assigned from time to time.
Professional Eligibility
Skills
1. Credibility - Demonstrates honesty, trustworthiness and commitment in all forms of transaction.
2. Communication - Effectively converses and applies correct grammar in verbal and written communication
3. Client Focus - Strong contributor to the overall customer satisfaction.
4. Leadership - Clearly explains organizational goals and specific tasks to team members dependable and responsible strategic thinker with good coaching skills and ability to motivate, resolve conflict, discipline and develop others.
5. Teamwork - Develops and maintains rapport with colleagues actively participates in collaboration with other units to perform assigned tasks and achieve team goals.
Education
Must be at least a bachelor's degree holder
Experience
. Candidate must have at least 2-3 years relevant experience focusing on Customer Service or Assistant Manager role
. Working experience in the real estate industry is a plus
Responsibility
1. Review and analyze case history of buyer's request and provide recommendation to approvers.
2. Ensure that CRFAs are updated with the company policies and procedures relevant to processing buyer's requests, and ensure compliance thereof.
3. Review letters and IOMs and ensure contents are complete and relevant.
4. Monitor progress and aging of buyer's requests escalate issues in a timely manner.
5. Establish an efficient system in processing buyer's requests to minimize or avoid service complaints.
6. Monitor team adherence to set Turn-Around-time (TAT) / Service Level Agreement.
7. Evaluate performance of subordinates and recommend necessary personnel action. Elevate all personnel performance related issues immediately to superior.
8. Motivate and encourage CFAs through positive communication and feedback.
9. Perform other duties and functions as may be assigned from time to time.