Senior Customer Services Officer

Senior Csd Officer

The Senior Customer Services Officer plays a critical role in managing client relations, ensuring seamless execution of customer service processes, and maintaining accurate records. The position is responsible for file maintenance, recovery, account management, and facilitating customer-related operations like transfers, cancellations, and possession. This role also ensures smooth cross-functional coordination with finance, sales, and administrative teams.

Key Responsibilities

File Maintenance & Record Keeping

• Manage and maintain customer files and ensure data integrity.
• Oversee customer profiles and update them as per policies.
• Ensure compliance with company policies during documentation.

Recovery & Account Management

• Monitor and follow up on overdue payments and recovery cases.
• Maintain accurate records of transactions and ensure account reconciliation.

Reporting

• Prepare and present daily, weekly, and monthly reports on department activities.
• Use Excel and other tools to provide detailed insights for management.

Transfers & Merging

• Facilitate customer requests for property/unit transfers and file merging.
• Ensure proper documentation and system updates for all transactions.

Cancellations & Buybacks

• Manage cancellations and buyback requests, ensuring timely processing.
• Coordinate with finance and legal departments for refund processing.

Possession Management

• Handle possession-related procedures, ensuring compliance with SOPs.
• Coordinate with the operations team for site readiness.

Cross-Sales & Upselling

• Identify opportunities for cross-selling or upselling company products/services.
• Work with the sales team to implement customer-oriented solutions.

Cash & Payment Management

• Maintain accurate cash records and ensure secure handling of payments.
• Coordinate with the finance department for deposit and withdrawal transactions.

CRM & ERP Management

• Utilize CRM/ERP systems to manage customer data and operations efficiently.
• Update and maintain records in real-time for accurate tracking and reporting.

Tools & Skills Required

Software Proficiency

• Microsoft Excel: Advanced level, including pivot tables, formulas, and analytics.
• Microsoft Word: Professional document formatting and report generation.
• Microsoft PowerPoint: Creating presentations and visualizing data for meetings.
• Email Tools: Professional email communication using tools like Outlook or Gmail.

Technical Skills

• Expertise in CRM and ERP software for customer and data management.
• Strong analytical skills for reporting and data interpretation.
• Proficient in handling customer queries and conflict resolution.

Interpersonal Skills

• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Customer-centric approach with a focus on problem-solving.

Additional Responsibilities

• Assist in organizing and managing departmental audits.
• Support management in preparing presentations for client and internal meetings.
• Identify process improvement opportunities and provide recommendations.

Qualifications & Experience

• Bachelor's degree in Business Administration, Finance, or a related field.
• Minimum 3-5 years of experience in a customer service or related role.
• Proven expertise in CRM/ERP software and MS Office applications.
• Prior experience in the real estate or property management sector is a plus.

Key Attributes

• Attention to detail and commitment to maintaining accurate records.
• Ability to work under pressure and meet deadlines.
• Team player with a proactive approach to problem-solving.