Sr. Executive / Asst. Manager- Customer Service (Experience from Real Estate)

Company Overview:
Besthome Properties Ltd. is a growing real estate company committed to delivering quality residential projects and excellent customer experiences. We are looking for a dynamic, professional, and customer-focused individual to join our team as Sr. Executive / Assistant Manager – Customer Service.

Job Context

The selected candidate will be responsible for maintaining strong relationships with apartment buyers, handling customer queries and complaints, coordinating technical and service-related issues, monitoring payment and documentation follow-ups, and ensuring smooth communication between customers and internal departments from booking to handover.

Job Responsibilities

• Maintain regular communication with apartment buyers and existing customers.

• Handle customer queries, complaints, requests, and technical concerns professionally.

• Understand and explain apartment layouts, specifications, finishing materials, construction progress, and related technical matters to customers.

• Coordinate with Engineering, Construction, Sales, Accounts, Legal, CRM, and other concerned departments to resolve customer issues.

• Follow up on customer modifications, finishing requirements, rectification works, and handover-related observations.

• Conduct site visits with customers when required and provide appropriate technical clarification.

• Follow up with customers regarding installment payments, outstanding dues, registration, documentation, and handover requirements.

• Maintain complete customer records, agreements, payment schedules, correspondence, complaint logs, and service history.

• Coordinate apartment inspection, snag-list preparation, rectification follow-up, and final handover.

• Prepare customer statements, letters, notices, payment reminders, and official correspondence.

• Ensure complaints are properly recorded, followed up, and resolved within the required timeline.

• Update customer information and service status in ERP/CRM systems.

• Prepare daily, weekly, and monthly customer service reports for management.

• Maintain a high level of customer satisfaction and long-term customer relationships.

• Perform any other responsibilities assigned by management.