Customer Support Representative

JOB DESCRIPTION1. JOB DETAILSPosition Title: Customer Service Representative – PM Customer SupportReports To: Customer Service ManagerDivision: Property ManagementDepartment:2. POSITION SUMMARYResponsible for delivering end-to-end customer service support for Property Management transactions, ensuring accurate processing, SLA compliance, and a high-quality customer experience for tenants and stakeholders.3. JOB DIMENSIONSNumber of Staff SupervisedDirect Reports: NoneTotal Reports: 04. KEY RESPONSIBILITIES AND PERFORMANCE STANDARDSKey ResponsibilitiesHandle PM walk-in and system-based customer transactions.Process payments, renewals, and terminations accurately.Verify customer documentation and eligibility.Update SAP, CRM, and E-Services platforms.Coordinate with Finance, Legal, and Community Management teams.Manage customer inquiries and complaints professionally.Ensure compliance with policies and service standards.Performance Standards (Service Level Commitments)Execute Online Lease Termination:Complete all online lease termination requests within 24 hours from ticket submission, ensuring full document verification and system update.Handle Online Payment Requests:Process and complete all payment requests within 24 hours, subject to Finance confirmation.Handle Parking Requests:Validate and complete all online and walk-in parking requests within 3 working days.Process Bounce Payment Waiver Requests:Review and respond to tenants within 3 working days, ensuring policy compliance.Complete Sales Transactions (SPA):Prepare Sales Purchase Agreements (SPA) accurately and complete all SPA transactions within 3 working days.SPA Delivery Tracking and Management:Ensure all SPA deliveries (local and international) are accurately tracked, monitored, and completed without delays.5. COMMUNICATIONS AND WORKING RELATIONSHIPSInternal:PM Operations, Finance, Legal & Collections, Community Management, IT, Land OperationsExternal:Tenants, Property Owners, Relevant Authorities6. CONTEXT, WORK ENVIRONMENT AND DECISION-MAKING AUTHORITYHigh-volume customer-facing branch environmentWorks under approved policies and proceduresEscalates non-standard cases to management7. FINANCIAL RESPONSIBILITIES AND ACCOUNTABILITIESEnsure accuracy of PM-related financial documentationSupport payment coordination with Central CashierNo authority to approve financial adjustments8. SELECTION CRITERIAEssential Qualifications and ExperienceMinimum 2 years’ experience in Property Management customer serviceStrong SAP and CRM knowledgeKey Technical Skills and KnowledgePM TransactionsEnd-to-end processing of PM servicesAdvancedCustomer ServiceHandling inquiries and escalationsAdvancedSAP, CRM, E-ServicesAdvancedSLA ComplianceAdherence to service timelinesAdvanced#J-18808-Ljbffr