Customer Experience Officer

The Customer Experience Officer is responsible for delivering excellent customer service across WKSC’s real estate operations by managing client enquiries, supporting property sales and handover processes, handling complaints, and ensuring positive customer interactions throughout the client lifecycle. The role serves as a key touchpoint between WKSC and its clients, ensuring service standards align with the company’s premium brand promise.

Candidates should possess an OND / HND / Bachelor’s degree in Business Administration, Marketing, Mass Communication, Estate Management, or related field. Experience: 1–3 years experience in customer service, client relations, hospitality, or real estate-related roles. Experience in real estate, property management, or luxury service environment is an advantage. Technical Skills: Customer service & client relationship management CRM systems and basic data entry Complaint handling and service recovery Knowledge of real estate sales and post-handover processes (added advantage) Soft Skills: Excellent communication and interpersonal skills Customer-focused mindset Problem-solving and attention to detail Professionalism, empathy, and emotional intelligence Ability to work under pressure

Customer Service & Client Engagement: Attend to client enquiries via walk-in, phone, email, and digital channels. Support client onboarding, documentation, and property allocation processes. Provide timely and accurate information on projects, payments, and timelines. Complaints Handling & Service Resolution: Receive, log, and resolve customer complaints professionally. Escalate complex issues to the appropriate internal teams. Follow up to ensure issues are fully resolved and clients are satisfied. Property Handover & After-Sales Support: Assist with property inspections, snag lists, and handover processes. Support post-handover client needs and service requests. Record Keeping & Reporting: Maintain accurate customer records and service logs using CRM or internal systems. Prepare daily/weekly customer service reports as required. Service Quality & Brand Representation: Uphold WKSC’s service standards, professionalism, and brand image. Gather customer feedback and contribute to service improvement initiatives.