Job Summary
We are seeking a professionaland customer-oriented Customer Support Officer to provide exceptional front-line support to residents within a premium residential estate.
The successful candidate will serve as a key point of contact for residents, receiving and resolving enquiries, complaints, service requests, and other estate-related concerns while ensuring a seamless and positive resident experience.
This role requires someone who is highly professional, discreet, responsive, well-organised, and able to communicate effectively with high-profile residents and stakeholders.
Key Responsibilities
Serve as apoint of contact for residents'' enquiries, complaints, and service requests.
Receive, log, track, and follow up on residents'' requests through the designated channels.
Liase with relevant estate teams to ensure timely resolution of issues.
Provide regular updates to residents on the status of their requests.
Escalate unresolved or sensitive matters to the appropriate team
Maintain accurate records of complaints, requests, resolutions, and resident interactions.
Monitor response and resolution times to ensure agreed service standards are achieved.
Provide professional support to residents and visitors while maintaining appropriate confidentiality and discretion.
Identify recurring complaints or service gaps and escalate them for management attention.
Support resident engagement activities and other customer service initiatives within the estate.
Ensure all interactions reflect the organisation''s commitment to service excellence and customer experience.
Requirements & Qualifications
Bachelor''s Degree or HND in Business Administration, Hospitality, Mass Communication, Customer Relations, or a related field.
2-3 years of experience in customer service, helpdesk, front office, hospitality, facility management, or a related role.
Excellent verbal and written communication skills.
Strong interpersonal and relationship-management skills.
Good knowledge of customer service principles and complaint resolution.
Proficiency in Microsoft Office .
Strong organisational and multitasking abilities.
Ability to remain calm and professional when handling difficult or sensitive situations.
Excellent attention to detail and follow-through.
Experience working in a premium residential, hospitalityor high-end customer service environment will be an advantage.
Key Competencies:
Customer-focused mindset
Excellent communication skills
Professionalism and discretion
Problem-solving ability
Responsiveness and accountability
Emotional intelligence
Attention to detail
Teamwork and collaboration
Ability to work effectively in a fast-paced environment
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