CUSTOMER RELATIONS OFFICER (CRO)

SB PROCUREMENT PTE. LTD.; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

SB PROCUREMENT PTE. LTD. is seeking a Customer Relations Officer (CRO) to serve as the primary contact for residents on housing projects, focusing on defects and feedback.

You will manage responses, coordinate inspections with the site team and subcontractors, and ensure issues are resolved quickly and accurately. The role requires strong communication, data entry and public relations skills, plus the ability to work with residents, RCs and HDB stakeholders.

Qualifications

• Minimum pass in at least 5 subjects including English (GCE O level) or a valid Nitec Certificate.
• Must possess a Service Excellence/WSQ Service certificate.
• English plus at least one Singapore official language (Mandarin, Malay or Tamil).
• Prior customer relations experience is preferred.

Responsibilities

• Serve as main contact for residents regarding housing defects and feedback at the BSC.
• Maintain documentation and portal submissions for defects.
• Schedule inspections and coordinate with residents, site team and contractors.
• Draft and distribute official resident communications and notices.
• Enforce timely defect resolution with contractors per 14-day SLA.
• Provide clerical support and update site logs and reports.

Skills

Customer service

Public relations

Communication skills

Data entry

Relationship building

Education

GCE O Level English

Nitec Certificate

Tools

MS Office

Online tracking systems

Job description

Customer Relations Officer (CRO)

The primary role of a Customer Relations Officer (CRO) at an HDB Building Service Centre (BSC) is to serve as the main point of contact for residents regarding project-related matters, primarily housing defects and resident feedback. The CRO is responsible for ensuring that all issues are addressed and resolved in a timely manner.

Key Roles and Responsibilities:

Resident Liaison & Feedback Management

• Service Centre Management: Attend to and resolve residents’ feedback, complaints, and general phone/walk-in enquiries at the BSC.
• Relationship Building : Establish and maintain strong working relationships with residents contractors, and HDB stakeholders.

Defect Management & Coordination (DLP Phase)

• Data Entry & Recording: Maintain proper hardcopy and online documentation/recordings of defects via the mandatory digital portal submissions.
• Schedule Inspections: Coordinate and arrange formal unit defect inspection appointments between residents, the technical site team, and subcontractors.
• Strict SLA Enforcement: Monitor and coordinate with subcontractors to ensure all reported defects are completely resolved within the strict HDB service standard of 14 calendar days. Compile clear before-and-after photographs of completed rectification works.

Public Relations & Administration

• Official Correspondence: Draft, reply to, and distribute official resident communications, messaging, letters, and update notices.
• Operational Flexibility: Execute any other clerical, reporting, or public relations duties as explicitly instructed by the Superintending Officer's Representative and project management team.

• Stakeholder Engagement: Participate in dialogue sessions with Resident Committees (RC), Grassroots organizations and Town Councils (if necessary).

Administrative Support

• Record Maintenance: Provide clerical and administrative support, including document filing, management of official correspondence, and updating site logs.
• Report Preparation: Prepare weekly and monthly defect rectification progress reports for the project management team and HDB.

Job Requirements &Qualifications)

• Education: Minimum pass in at least 5 subjects, including English, at GCE "O" Level OR possess a valid Nitec Certificate.
• Certification: Must posses a valid Service Excellence Course certificate or WSQ Certificate in Service Excellence.
• Language Proficiency: Capable of communicating effectively and clearly in English plus at least one other Singapore official language (Mandarin, Malay, or Tamil)
• Experience: Prior customer relations work experience is highly preferred.
• Communication Skills: Strong public relations skills with the ability to handle challenging phone enquiries and face-to-face feedback competently
• Software Proficiency: Must be proficient in basic computer software for data entry, defect recording, and online tracking systems
• Working Hours: 5.5 work week (Monday to Saturday). Full-day attendance on Saturdays is mandatory to facilitate residents’ defect inspection appointments.
• Employment Type: Contract (Minimum 1.5 years, subject to renewal)

Deployment Terms &Performance Standards

• Pre-Employment Vetting: Candidate selection is strictly conditional; the candidate's Curriculum Vitae (CV) must be submitted to and approved by the SO Rep prior to official deployment.

• Monthly Deployment Quota: The CRO must be actively deployed on-site for at least 20 days within a calendar month to be recognized as fulfilling the contract month