Customer Relations Officer (CRO) at an HDB Building Service Centre (BSC)

He Zhan Construction Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A construction service provider in Singapore is seeking a Customer Relations Officer. This role serves as the main point of contact for residents regarding project-related issues, primarily focusing on defects and feedback management. The CRO will manage communications, liaise with residents, track defect rectification processes, and ensure effective administrative support to the project management team. Strong communication and coordination skills are essential, alongside a proactive approach to problem resolution.

Qualifications

• Strong communication skills in handling residents' inquiries and feedback.
• Ability to manage defect reporting processes efficiently.
• Experience in coordinating with multiple stakeholders.

Responsibilities

• Serve as the main contact for residents on project-related issues.
• Manage feedback, complaints, and general inquiries.
• Coordinate and schedule defect rectification works.

Job description

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 issues, primarily defects and feedback, and to ensure these issues be addressed and resolved in a timely manner.

Key Roles and Responsibilities

Resident Liaison & Feedback Management: The CRO manages the site office or BSC, attending to residents' feedback, complaints, and general inquiries via phone, email, or in-person interactions. They are responsible for building and maintaining a good rapport with residents and stakeholders.

Defect Management & Coordination: A core duty involves managing the defect reporting process during the Defects Liability Period (DLP). This includes:

Arranging appointments for residents with the BSC team for unit inspections.

Ensuring proper documentation and recording of defects, often using a defect management system.

Coordinating with the site team, subcontractors, and HDB officers to schedule and track rectification works.

Preparing "before and after" photos of completed works for progress claims.

Public Relations & Communication: CROs plan and coordinate public relations programs for the project, which involves preparing and distributing notices, circulars, letters, and flyers to keep residents informed about work schedules, progress, and potential disruptions. They also attend dialogue sessions with Resident Committees and Town Councils.

Administrative Support: They provide essential administrative support to the project management team, including filing, managing correspondence, preparing reports (weekly/monthly), and other ad-hoc clerical duties.

Essentially, the CRO acts as the bridge between the residents, the construction project team, and HDB, ensuring smooth communication and effective problem resolution throughout the project's