The Client Affairs Director is responsible for leading and managing all client-facing operations across the post-sales customer journey, including property handover, customer service operations, and call center management. This role ensures a seamless and positive customer experience from unit readiness through handover and ongoing client support.
The Client Affairs Director plays a critical role in strengthening customer trust, enhancing brand reputation, and ensuring the successful delivery of projects from a client experience perspective. Real estate development experience is essential, while community management exposure is considered a strong advantage.
Job Responsibilities:
- Lead and manage the Client Affairs function, overseeing customer service, call center operations, and property handover activities to ensure a consistent and high-quality client experience.
- Develop and implement client service strategies, policies, and procedures to enhance customer satisfaction and strengthen long-term relationships with clients.
- Oversee the end-to-end handover process, ensuring proper coordination with Development, Construction, Finance, and Legal teams to deliver units to clients smoothly and in line with company standards.
- Ensure efficient management of customer inquiries, requests, complaints, and escalations across all service channels including call center, digital platforms, and customer service offices.
- Establish and monitor service level agreements (SLAs), quality standards, and operational procedures to maintain high performance in customer service and call center operations.
- Monitor client feedback, satisfaction surveys, and service performance data to identify improvement opportunities and enhance overall client experience.
- Coordinate with internal departments to resolve technical, contractual, or financial client issues and ensure timely resolution of client concerns.
- Develop reporting dashboards and performance metrics related to handover operations, customer satisfaction, service response times, and complaint resolution.
- Lead, mentor, and develop the Client Affairs team to ensure high performance, service excellence, and alignment with the company's customer experience strategy.
- Support the transition of clients from handover to community management or property management teams to ensure continuity of service and resident satisfaction.
Job Requirements:
- Education:
- Bachelor's degree in Business Administration, Marketing, Management, or a related field.
- Professional certifications in Customer Experience or Service Management are considered an advantage.
- Previous Experience:
- Minimum 5 years in a leadership role in customer service, client relations, or customer experience within the real estate development sector.
- Proven experience managing property handover operations, customer service teams, and call center functions in real estate developers.
- Special requirements:
- Community management or property management exposure is a plus.
- Strong knowledge of the real estate customer lifecycle including sales support, unit handover, and post-handover service.
- Strong problem-solving and conflict resolution capabilities with a customer-centric mindset.
- Ability to analyze customer feedback and operational data to drive service improvements.
