Customer Relations Officer (CRO) - [HDB Project]

DUTIES AND RESPONSIBILITIES

• Serve as the main point of contact for residents, stakeholders, and the public regarding project-related feedback, queries, and concerns;
• Handle and resolve complaints or conflicts from the public and stakeholders in a timely, professional, and empathetic manner;
• Conduct site visits to engage with residents or stakeholders affected by ongoing works, gather feedback, and build positive relationships;
• Prepare and distribute circulars, letters, and flyers to keep stakeholders informed of project updates, upcoming activities, and site progress;
• Provide administrative support to the Project Management Team, including coordinating with government agencies, residents, and property lessees on project-related matters;
• Respond promptly and accurately to resident enquiries via phone, email, or in person;
• Schedule and coordinate inspection appointments between residents and the Building Service Centre (BSC) or relevant teams;
• Monitor and update the defect management system, ensuring rectification works are properly tracked and followed up;
• Compile and maintain project reports (e.g., weekly and monthly summaries) to support coordination, tracking, and communication within the team;
• Prepare work schedules for subcontractors and oversee timely completion of defect rectification and improvement works with minimal disruption to residents.

Requirements:

• At least a minimum of ‘O’ Levels or Nitec Certificate with at least 5 subjects passed;
• Have Workforce Skills Qualifications (WSQ) Certificate in Service Excellence (Level 1) Certification;
• At least 3 years of HDB working experience in related field is required;
• Independent and good team player;
• Excellent interpersonal and communication skills in English and one or more local languages;
• Calm, solution-oriented, and able to handle complaints professionally;
• Organized, proactive, and able to multitask in a fast-paced environment.