Customer Experience & Accounts Lead

R Land Development, Inc.; Tangob; On-site; PHP 240,000 - 360,000; Full time

Job summary

R Land Development, Inc. in Tangob, Batangas invites applications for a Customer Engagement & Account Management role.

You will serve as primary contact for buyers, homeowners, and tenants, providing information on accounts, payments, progress, and policies, while maintaining proactive communication. You will handle case management, coordinate with internal teams, manage turnover and after-sales support, and gather feedback to improve service standards.

Qualifications

• Bachelor's degree in a related field is required.
• 2–3 years of experience in customer service, customer experience, after-sales, account management, or client relations.
• Experience in real estate, property development, construction, property management, housing, or related industries preferred.
• Proven ability to handle customer complaints, service requests, escalations, and complex concerns.

Responsibilities

• Serve as the primary contact for buyers, homeowners, and tenants for inquiries, requests, and concerns.
• Provide accurate information on accounts, payments, construction progress, turnover schedules, and company policies.
• Maintain consistent and proactive communication with customers.
• Receive, document, monitor, and resolve customer complaints and service requests.
• Coordinate with internal departments to ensure timely and effective resolution.
• Handle escalated and sensitive cases professionally and diplomatically.
• Assist in unit turnover coordination, inspections, punch listing, and rectification follow-ups.
• Monitor and ensure closure of post-turnover defects, repairs, and service requests.
• Support customers during move-in and initial occupancy.
• Gather customer feedback, complaints, data, and service trends.
• Recommend improvements to customer service processes, policies, and workflows.
• Support implementation of service standards, training modules, and customer experience initiatives.
• Maintain accurate customer records, case logs, and service documentation.
• Prepare regular performance and service reports.
• Ensure compliance with internal policies and SLAs.

Skills

Verbal & written communication

Customer service excellence

Negotiation & conflict resolution

Empathy & diplomacy

Problem solving & critical thinking

Organizational & time management

Attention to detail

Cross-functional collaboration

Education

Bachelor's degree in Business Administration or related field

Bachelor's degree in Hospitality Management

Bachelor's degree in Real Estate Management

Job description

R Land Development, Inc. in Tangob, Batangas invites applications for a Customer Engagement & Account Management role.

You will serve as primary contact for buyers, homeowners, and tenants, providing information on accounts, payments, progress, and policies, while maintaining proactive communication. You will handle case management, coordinate with internal teams, manage turnover and after-sales support, and gather feedback to improve service standards.