Customer Experience Specialist

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

Duties and Responsibilities: Customer Engagement & Account Management

• Serve as the primary point of contact for buyers, homeowners, and tenants regarding inquiries, requests, and concerns

• Provide accurate information on accounts, payments, construction progress, turnover schedules, and company policies

• Maintain consistent and proactive communication with customers

Case Handling & Issue Resolution

• 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

• Prevent unnecessary account cancellations, legal actions, or reputational risks

Turnover & After-Sales Support

• 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

Customer Experience & Process Improvement

• 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

Documentation & Reporting

• Maintain accurate customer records, case logs, and service documentation

• Prepare regular performance and service reports

• Ensure compliance with internal policies and service-level agreements (SLAs)

Qualifications:

• Bachelor's degree in Business Administration, Hospitality Management, Real Estate Management, Psychology, Communications, or any related field.

• At least 2-3 years of experience in customer service, customer experience, after-sales, account management, or client relations.

• Preferably with experience in real estate, property development, construction, property management, housing, or related industries.

• Proven experience in handling customer complaints, service requests, escalations, and complex customer concerns.

• Familiarity with unit turnover, post-turnover concerns, defect management, warranties, and after-sales service is an advantage.

• Experience managing multiple customer accounts while maintaining high levels of customer satisfaction and service quality.

Skills & Competencies:

• Strong verbal and written communication skills, with the ability to communicate professionally across all levels.

• Excellent customer service, customer relationship management, and interpersonal skills.

• Strong negotiation, conflict resolution, and complaint-handling abilities.

• Ability to manage difficult or emotionally charged customer situations with professionalism, empathy, and diplomacy.

• Strong problem-solving and critical thinking skills with a solution-oriented mindset.

• Excellent organizational and time management skills, with the ability to prioritize multiple tasks in a fast-paced environment.

• High attention to detail and accuracy in documentation, reporting, and case management.

• Ability to work independently while collaborating effectively with cross-functional teams.