Customer Service Executive

Company Introduction

iCondo is the leading provider of property management technology and solutions in Singapore and expanding rapidly in Australia and Indonesia. Founded in 2016, iCondo has been on a mission to efficiently manage condominiums, apartments, buildings, and facilities with the iCondo ecosystem.

At iCondo, we are committed to delivering exceptional service and ensuring customer satisfaction. We pride ourselves on our professional and responsive customer support team, dedicated to addressing the needs and concerns of our valued clients.

Position Overview:

The Customer Service Executive will oversee all customer interactions, ensuring responses are timely, accurate, and adhere to our high standards.

Key Responsibilities:

• Clearly and effectively communicate with customers to address queries, concerns, and requests, ensuring a positive experience at every touchpoint.
• Provide expert guidance on personal data protection and ensure adherence to relevant regulations, safeguarding customer information at all times.
• Review and standardise all customer service replies to ensure consistency, clarity, and a high-quality service level across all communication channels.
• Monitor customer feedback and implement strategies to continuously improve service quality, ensuring customer satisfaction remains a top priority.
• Work closely with other departments to resolve complex customer issues and ensure a seamless service experience.
• Identify opportunities for service improvements or process enhancements based on customer feedback and operational insights.
• Follow up with customers to ensure that their concerns are fully resolved and their expectations are met, fostering strong customer relationships.
• Track, analyze, and report on customer interactions, ensuring key performance metrics (e.g., response time, resolution rate) are consistently met.
• Contribute to the development and implementation of customer service policies that enhance the overall customer experience and service delivery.
• Engage in proactive customer retention efforts, offering tailored solutions and services that meet their needs and improve overall satisfaction.

Qualifications:

• Proven experience in a customer service role, with a strong understanding of customer care and support processes.
• Knowledge of personal data protection regulations and best practices.
• Strong communication and interpersonal skills, with the ability to articulate information clearly and professionally.
• Excellent problem-solving abilities, with a focus on resolving customer concerns efficiently.
• Ability to work collaboratively within a team and cross-functionally with other departments.
• Detail-oriented with the ability to manage multiple tasks and priorities in a fast-paced environment.