Senior Customer Services Officer
- Sarai Alamgir, Punjab
- Permanent
- Full-time
Company : ACE Properties
Department: Customer Services Department (CSD)
Location: Canal City - Sarai AlamgirPosition SummaryThe Senior Customer Services Officer plays a critical role in managing client relations, ensuring seamless execution of customer service processes, and maintaining accurate records. The position is responsible for file maintenance, recovery, account management, and facilitating customer-related operations like transfers, cancellations, and possession. This role also ensures smooth cross-functional coordination with finance, sales, and administrative teams.Key ResponsibilitiesFile Maintenance & Record Keeping
- Manage and maintain customer files and ensure data integrity.
- Oversee customer profiles and update them as per policies.
- Ensure compliance with company policies during documentation.
- Monitor and follow up on overdue payments and recovery cases.
- Maintain accurate records of transactions and ensure account reconciliation.
- Prepare and present daily, weekly, and monthly reports on department activities.
- Use Excel and other tools to provide detailed insights for management.
- Facilitate customer requests for property/unit transfers and file merging.
- Ensure proper documentation and system updates for all transactions.
- Manage cancellations and buyback requests, ensuring timely processing.
- Coordinate with finance and legal departments for refund processing.
- Handle possession-related procedures, ensuring compliance with SOPs.
- Coordinate with the operations team for site readiness.
- Identify opportunities for cross-selling or upselling company products/services.
- Work with the sales team to implement customer-oriented solutions.
- Maintain accurate cash records and ensure secure handling of payments.
- Coordinate with the finance department for deposit and withdrawal transactions.
- Utilize CRM/ERP systems to manage customer data and operations efficiently.
- Update and maintain records in real-time for accurate tracking and reporting.
- Microsoft Excel: Advanced level, including pivot tables, formulas, and analytics.
- Microsoft Word: Professional document formatting and report generation.
- Microsoft PowerPoint: Creating presentations and visualizing data for meetings.
- Email Tools: Professional email communication using tools like Outlook or Gmail.
- Expertise in CRM and ERP software for customer and data management.
- Strong analytical skills for reporting and data interpretation.
- Proficient in handling customer queries and conflict resolution.
- Strong verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Customer-centric approach with a focus on problem-solving.
- Assist in organizing and managing departmental audits.
- Support management in preparing presentations for client and internal meetings.
- Identify process improvement opportunities and provide recommendations.
- Bachelor’s degree in Business Administration, Finance, or a related field.
- Minimum 3-5 years of experience in a customer service or related role.
- Proven expertise in CRM/ERP software and MS Office applications.
- Prior experience in the real estate or property management sector is a plus.
- Attention to detail and commitment to maintaining accurate records.
- Ability to work under pressure and meet deadlines.
- Team player with a proactive approach to problem-solving.