R LAND Careers

The Customer Experience Officer is responsible for delivering a positive, consistent, and professional customer journey across all touchpoints in the real estate lifecycle—from reservation and construction updates to unit turnover and after-sales support. The role focuses on managing customer inquiries, concerns, and service requests while ensuring timely resolution, customer satisfaction, and alignment with company policies and service standards.

Responsibilities:

1. Serve as the primary point of contact for buyers, homeowners, and tenants regarding inquiries, complaints, and service requests.
2. Supervise the day-to-day handling of customer concerns related to construction updates, unit turnover, documentation, billing, and after-sales issues.
3. Coordinate with internal departments such as Construction, Engineering, Property Management, Turnover, Finance, and Sales to ensure timely and accurate resolution of customer concerns.
4. Monitor, track, and follow up customer requests and complaints until full resolution.
5. Communicate construction delays, policy clarifications, and service updates clearly and professionally to customers.
6. Maintain accurate customer records, case logs, and service reports in the company’s CRM or tracking system.
7. Ensure compliance with customer service policies, escalation procedures, and service-level agreements (SLAs).
8. Assist in customer retention efforts by de-escalating complaints and preventing potential cancellations or legal actions.
9. Assist in customer retention efforts by de-escalating complaints and preventing potential cancellations or legal actions.
10. Prepare regular reports on customer concerns, resolution status, and service performance metrics.

Minimum Qualifications:

1. Bachelor’s degree in Business Administration, Real Estate Management, Hospitality, Communication, or related field.
2. At least 1–2 years of experience in customer service, customer experience, or after-sales support, preferably in real estate, property management, or construction-related industries.
3. Strong verbal and written communication skills.
4. Proven ability to handle complaints, difficult conversations, and customer escalations professionally.
5. Highly organized with strong follow-up and documentation skills.
6. Proficient in MS Office and customer management or ticketing systems.
7. Customer-focused mindset with problem-solving and conflict resolution skills. 
8.  Ability to work collaboratively with cross-functional teams.
9.  Knowledge of real estate processes such as turnover, warranty, and after-sales service is an advantage.