Manager, Customer Service

JOB SUMMARY

• Manager, Customer Service is responsible for managing and overseeing all post-sales customer service activities across real estate projects, from customer deposit and Sales Contract signing through payment collection, contract management, and completion of ownership certificate procedures.
• The role ensures operational efficiency, regulatory compliance, timely resolution of customer requests, and a high level of customer satisfaction throughout the post-sales journey.

KEY RESPONSIBILITIES

1. Contract Management

• Manage the preparation, review, issuance, updating, and administration of sales contracts and related documents in accordance with company policies and procedures.
• Ensure the accuracy and timely updating of product information, sales policies, standard contracts, issued contracts, and related data on management systems such as SAP and Landsoft.
• Coordinate with relevant departments to prepare, issue, monitor, and manage contracts, contract appendices, and other customer-related documents.
• Oversee the contract signing, approval, stamping, filing, and handover process to ensure proper documentation and compliance.

2. Receivables & Debt Collection Management

• Manage, monitor, and supervise the team's receivables management and collection activities to ensure timely payment from customers.
• Monitor overdue receivables and develop effective action plans to minimize outstanding and overdue balances.
• Ensure the timely issuance of payment confirmations and coordinate payment verification for property handover, ownership certificate procedures, transfers, and other related transactions.
• Participate in developing and reviewing policies, procedures, guidelines, and forms related to receivables and debt collection.

3. Ownership Certificate Management

• Ensure all required legal documents are collected from customers accurately and on schedule to support the issuance of ownership certificates.
• Coordinate with relevant departments to facilitate the proper and timely handover of ownership certificates to customers.
• Monitor document collection and certificate handover progress, and recommend solutions to ensure alignment with project business plans and timelines.
• Ensure proper filing and retention of customer documents and handover records in accordance with company regulations.

4. Customer Request & Complaint Resolution

• Ensure customer inquiries related to contracts, payments, and ownership procedures are addressed accurately and in a timely manner.
• Manage and follow up on customer requests related to contract terms, payment schedule adjustments, contract termination, property transfer, tripartite agreements, and other related matters.
• Coordinate with relevant departments to develop appropriate solutions for customer requests and complaints and submit recommendations to management when required.
• Directly communicate and negotiate with customers to reach appropriate and mutually acceptable solutions.

5. Team Management & Development

• Manage, evaluate, allocate, and coordinate team resources effectively to meet operational requirements.
• Lead, coach, and develop team members to enhance their professional knowledge and capabilities.
• Identify training needs and propose appropriate training and development programs.
• Build a collaborative, engaged, and performance-driven team.
• Coach and motivate team members to achieve assigned objectives and KPIs.

6. Reporting & Forecasting

• Prepare and consolidate periodic reports on receivables, overdue balances, collection performance, and related operational matters.
• Analyze and forecast monthly and quarterly cash collections to support business planning and management decisions.
• Prepare and consolidate reports related to contracts, receivables, and ownership certificate status for assigned projects.
• Participate in meetings related to contract management, receivables, and ownership certificate activities across assigned projects.
• 7. Budget Management & Other Responsibilities:
• Prepare and manage annual budgets for assigned projects and workstreams.
• Monitor budget utilization and ensure expenses remain within approved budgets.
• Perform other duties as assigned by the direct manager.

8. Organizational Development

• Promote a culture of innovation, continuous improvement, and operational excellence.
• Contribute to talent development and capability building within the organization.
• Foster a positive, collaborative, and high-performance working environment.
• Coach, develop, motivate, and provide growth opportunities for team members.
• Conduct regular one-on-one discussions, provide constructive feedback, and support individual development plans and career growth.

Education & Experience

• Bachelor's degree in Law, Economics, Business Administration, or a related field.
• Minimum 5 years of experience in Customer Service, Contract & Receivables Management, Legal, or Real Estate.
• Prior experience in a team management or equivalent managerial role is highly preferred.
• Experience with contract management systems or ERP platforms such as SAP or Landsoft is an advantage.
• Good knowledge of regulations related to real estate sale and purchase agreements, property transfers, Land Law, Real Estate Business Law, and other relevant regulations.

Professional Knowledge & Skills

• Strong analytical, problem-solving, and decision-making skills.
• Good understanding of financial information and receivables management.
• Strong communication, negotiation, and customer relationship management skills.
• Strong leadership, coaching, and team development capabilities.
• Good project and process management skills, with the ability to optimize contract, receivables, and ownership certificate processes.
• Strong organizational, planning, and coordination skills.
• Ability to collaborate effectively with internal departments and external stakeholders.
• Adaptable, proactive, and able to quickly learn and apply new technologies and working methods.
• Ability to work independently and collaboratively in a team environment.

Mindset & Behavioral Competencies

• Integrity, professionalism, and a strong sense of ownership.
• Positive, open-minded, and proactive mindset.
• Strong relationship-building and customer-oriented approach.
• High sense of responsibility and commitment to service quality.
• Strong focus on operational excellence and customer satisfaction.