Customer Service Officer

Department: Estate / Property Management Reports To: Estate Manager / Assistant Estate Manager Employment Type: Full-Time , 5.5 days a week (M-F: 0830 – 1830),(Saturdays: 0830-1230) Work Location: Raffles Place 1. Job Purpose The Concierge cum Customer Service Officer serves as the first point of contact for office staff, visitors, and other stakeholders of the building. The role is responsible for providing a professional, courteous and responsive concierge service while supporting the Management Office in day-to-day customer service, administrative and estate operational matters. The Officer is expected to project a positive and professional image of the Management Corporation and Managing Agent at all times. 2. Key Responsibilities A. Concierge & Front Desk Services · Attend to office staff, visitors, contractors and other persons approaching the Concierge Desk. · Receive and appropriately direct visitors, contractors and service providers. · Maintain a professional, welcoming and service-oriented environment at the front desk. · Ensure the Concierge / reception area is kept neat, presentable and properly organised. B. Customer Service & Resident Relations · Attend to enquiries, feedback, requests and complaints in a courteous and professional manner. · Receive enquiries through walk-ins, telephone calls, emails and the estate’s digital communication platforms. · Record feedback and service requests accurately and refer matters requiring further attention to the appropriate staff or department. · Follow up on outstanding requests and liaise with the onsite Technical Officer for appropriate updates. · Exercise patience, tact and diplomacy when dealing with difficult or dissatisfied residents. · Escalate serious complaints, disputes or incidents promptly to the Estate Manager or designated supervisor. 3. Service Standards The Concierge cum Customer Service Officer shall: · Maintain a professional and well-groomed appearance while on duty. · Greet and communicate with residents and visitors politely and respectfully. · Demonstrate a service-first attitude and willingness to assist. · Remain calm and professional when handling complaints or challenging situations. · Avoid arguments or confrontation and escalate matters where necessary. · Maintain confidentiality and exercise discretion when handling residents’ information. · Ensure enquiries and requests are properly recorded and not left unattended. · Work collaboratively with other members of the estate management team. 4. Requirements · Minimum GCE “N”/“O” Level, NITEC, diploma or equivalent qualification. · Previous experience in customer service, hospitality, concierge, property management or a related service environment is advantageous. · Good verbal and written communication skills. · Pleasant personality with strong interpersonal and customer-service skills. · Computer literacy, including but not limited to Microsoft Office and email. · Able to communicate effectively with residents from different backgrounds. · Able to handle complaints and difficult situations calmly and professionally. · Responsible, punctual and able to work with minimal supervision. · Willing to work shifts, weekends and public holidays where required by the operational needs of the estate.