Senior Executive, Customer Experience (Borey Chankiri)

Lead daily customer service operations to deliver high-quality support and engagement for homeowners and tenants. Oversee service processes, coordinate with internal teams, manage fit-out and handover documentation, and ensure accurate reporting and communication. Champion operational efficiency, compliance, and customer satisfaction throughout the residential service journey.

Service Request Management

• Maintain and update the work order system to ensure accurate logging, tracking, and closure of all service requests submitted by homeowners and tenants and escalation when necessary.
• Respond to property-related inquiries and complaints in a professional, and timely manner across appropriate communication channels (in-person, phone, message, Telegram, email).
• Coordinate with the Facilities team to follow up on maintenance and repair requests, ensuring timely resolution and customer satisfaction.

Customer Lifecycle Support

• Coordinate the resident move-in process, including collection and verification of required documentation, coordination with relevant departments, and issuance of access tools (e.g., parking stickers, entry cards).
• Work on the move-out process, including coordination of inspection and final documentation with residents.
• Coordinate event requests from resident and support on the communication to all houseowners/ tenants.

Financial Process Support

• Monitor and communicate payment discrepancies by notifying the accounting team of any resident overpayments or underpayments.
• Follow up with homeowners on management fee payments as directed by the Supervisor / Manager, and prepare accurate and timely payment follow-up reports for internal stakeholders.

Value-Added Services & Requests

• Draft and prepare quotations for additional service requests from homeowners, such as value-added services or custom requirements, in line with company guidelines.

Property Monitoring & Reporting

• Conduct daily inspections of common areas (minimum one hour per day) to identify maintenance issues, cleanliness concerns, and opportunities for service improvement.
• Report any findings to the Supervisor and relevant departments to support continuous improvement of the property’s condition and service quality.

Experience:

• Minimum 1-3 years of experience in customer service or property operations.
• Proven experience managing residential customer interactions, property service requests, and coordinating with cross-functional teams.
• Familiarity with property handover, fit-out processes, utility billing, and basic finance handling (e.g., petty cash, fee collection).

Skills & Competencies:

• Strong interpersonal and conflict-resolution skills with a customer-first mindset.
• Excellent verbal and written communication skills in both internal and customer-facing settings.
• Competency in using CRM systems, property management tools, and Microsoft Office Suite.
• Highly organized, detail-oriented, and capable of multitasking in a fast-paced environment.
• Able to interpret and track reports, SOPs, and checklists with accuracy and consistency.
• Proactive and solution-driven, with strong coordination and follow-up abilities.
• Ability to collaborate effectively with other departments and liaise with external authorities when needed.