Customer Service Manager

The Customer Experience Manager will be responsible for managing the end-to-end customer journey from pre-sales through after-sales, ensuring an excellent customer experience across all company projects. This role will act as the key liaison between customers, sales agencies, and internal departments, while driving customer satisfaction, loyalty, and advocacy initiatives.

Key Responsibilities

1. Pre-Sales & Customer Experience Management

• Manage relationships and operational processes with sales agencies, including contracts, procedures, and compliance.
• Prepare and maintain customer-related documentation, including reservation forms, deposit agreements, escrow agreements, SPA documentation, and other sales forms.
• Coordinate with sales agencies to ensure smooth booking and sales closing processes.
• Monitor customer and agency payments and support collection activities when required.
• Develop and implement initiatives to enhance the customer journey and overall buyer experience.
• Establish and manage customer advocacy and loyalty programs to strengthen brand engagement and referrals.
• Develop CRM strategies, policies, and procedures to improve customer retention and satisfaction.

2. After-Sales & Customer Care

• Coordinate with Finance and relevant departments regarding customer billing and payment follow-up.
• Manage customer communications throughout handover, unit inspection, snagging, and fit-out processes.
• Ensure smooth customer handover experiences and timely resolution of customer concerns.
• Organize customer appreciation activities, including gifts, vouchers, and engagement programs.
• Collect and analyze customer feedback to identify service improvement opportunities.
• Handle customer complaints, disputes, and escalations effectively and professionally.
• Collaborate with Sales, Marketing, Legal, Finance, and Operations teams to resolve customer issues and enhance service delivery.

3. Administration & Cross-functional Support

• Maintain accurate customer records and CRM databases.
• Support customer-related projects and internal coordination activities.
• Perform other duties assigned by management.

Requirements

Education

• Bachelor's degree in Business Administration, Real Estate, Hospitality Management, Law, or a related field.

Experience

• Minimum 3-5 years of experience in Customer Success, Customer Experience, Customer Service, Key Account Management, or related functions.
• Experience within real estate development, property management, hospitality, or premium service industries is highly preferred.
• Strong understanding of customer journey management and service excellence standards.

Skills & Competencies

• Experience using CRM platforms such as Salesforce, HubSpot, or similar systems.
• Strong customer relationship management and stakeholder engagement skills.
• Excellent problem-solving and conflict resolution abilities.
• Strong project coordination and organizational skills.
• Excellent verbal and written communication skills.
• Customer-centric mindset with strong interpersonal and relationship-building capabilities.
• Detail-oriented, proactive, and able to work independently.
• Good command of English, both spoken and written.

Your Safety and Data Security Matter to Us

Manpower is committed to a safe, secure, and transparent hiring process. We will never request any form of payment, banking details, or sensitive personal information at any stage of recruitment.

If you receive any suspicious communication claiming to be from Manpower, please report it immediately to: [email protected]

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