Hoiana Resort & Golf ★ 3.4

SCOPE OF POSITION

• The Customer Service Manager plays a critical role in shaping and delivering an exceptional ownership journey for clients of our luxury real estate projects. This position oversees all post-sales service activities — from handover coordination and after-sales support to long-term client relationship management — ensuring that every interaction reflects the brand’s premium standards.

• The CS Manager will lead and develop the customer service team, and will collaborate closely with Sales, Marketing, and Operations to create a seamless, high-touch client experience tailored to HNW and UHNW customers.

RESPONSIBILITIES AND ACCOUNTABILITIES

1. Strategy Development & Process Design:

• Develop and implement comprehensive customer service strategies, policies, and procedures aligned with the company’s premium positioning.

• Design and manage omni-channel customer support processes (phone, email, chat, social platforms) ensuring responsiveness, consistency, and a high level of service quality.

• Establish service standards and SLAs for inquiries, complaint handling, and after-sales support.

• Proactively propose customer engagement programs, exclusive events, and loyalty initiatives to strengthen client relationships and brand advocacy.

2. Customer Journey & Ownership Support:

• Oversee and guide clients throughout the purchasing process, including assisting with documentation, monitoring payment schedules, and coordinating contract signing.

• Manage and coordinate product handover procedures, ensuring a seamless experience from construction completion to client ownership transfer.

• Support clients with title deed and ownership documentation, liaising with relevant departments to resolve any issues efficiently.

3. After-Sales & Relationship Management:

• Oversee and guide clients throughout the purchasing process, including assisting with documentation, monitoring payment schedules, and coordinating contract signing.

• Manage and coordinate product handover procedures, ensuring a seamless experience from construction completion to client ownership transfer.

• Support clients with title deed and ownership documentation, liaising with relevant departments to resolve any issues efficiently.

4. Internal collaboration:

• Collaborate with cross-functional teams (Sales, Marketing, Legal, Accountant, Operations) to ensure consistent client experience across all touchpoints.

• Collaborate with legal, finance, and sales teams to ensure all transaction documents are accurate, compliant, and delivered on time.

5. Performance tracking:

• Track client satisfaction metrics and implement continuous improvements to enhance the overall service quality.

• Maintain accurate client records and service reports to support internal reporting and strategic decision-making.

1. Education: A Bachelor’s degree in Business Administration, Hospitality, Real Estate, or a related field. A master degree or MBA could be advantageous.

2. Experience: At least 3-5 years of experience in customer service or client relations, preferably in real estate, luxury hospitality, or other high-end service industries.

3. Skills:

a. Strong project management and organizational skills, with the ability to handle multiple projects and partners simultaneously.

b. Proven ability to manage client relationships with HNW/UHNW individuals, with a strong sense of discretion and service excellence.

c. Strong leadership and people management skills with experience in building or managing a team.

d. Excellent communication, interpersonal, and problem-solving skills.

e. High level of professionalism, empathy, and client-centric mindset.

f. Fluent in English (written and spoken); proficiency in additional languages is a plus.