Excellence Officer / Customer Service Officer

About the role

KAIZEN is looking for an Excellence Officer / Customer Service Officer to be the first point of contact for occupants across its managed communities. The role makes the customer journey easier and more trustworthy by resolving concerns, keeping communication clear and building a culture of service excellence.

Key responsibilities

• Handle enquiries and complaints via WhatsApp, phone, email and the portal, find the root cause and follow up until each issue is resolved
• Own tickets in Freshdesk and work with the Experience Manager and Property Manager to close them on time
• Manage move-ins and move-outs on site, release keys and parking cards, and send general notices to tenants
• Prepare work permits for the Property Manager
• Recommend other KAIZEN services (leasing, unit management, handover) and pass on sales leads
• Answer service charge enquiries, contact owners with overdue accounts and negotiate payment arrangements in line with KAIZEN guidelines
• Keep customer records, the Freshdesk knowledge base and response templates accurate and up to date
• Lead process improvement initiatives and share ideas to improve the portal and workflows

Required profile

• Strong commitment to customer service and a customer-centric approach
• Excellent verbal and written communication, with active listening and empathy
• Problem-solving skills and the ability to defuse situations with dissatisfied customers
• Negotiation and persuasion skills, handled respectfully and professionally
• Strong attention to detail and accurate record keeping
• Good time management and the ability to prioritise
• Team player who stays resilient and adapts to changing circumstances