Customer Service Representative – Real Estate

About the role

The Customer Service Representative will be the primary point of contact for clients of 1159 Realty, handling enquiries across multiple channels and ensuring a smooth property ownership experience. This role combines client relationship management, documentation handling, and coordination with internal teams such as Sales, Accounting, Legal, and Operations.

Key responsibilities

• Manage and respond to client enquiries received via email, WhatsApp, phone and other approved channels.
• Review client documentation for completeness, accuracy and compliance, and follow up on missing items.
• Coordinate signing, delivery and filing of client documents, and upload them to the client web application.
• Maintain accurate and secure client records and send monthly payment reminders.
• Liaise with the Accounting Team on payment confirmations and related enquiries.
• Handle legal and transaction documentation queries, escalating complex matters to the Legal Team.
• Document and resolve client complaints, ensuring follow‑up until resolution.
• Communicate regularly with clients throughout their property ownership journey, including birthday messages and other relationship initiatives.
• Collaborate with Sales, Accounting, Legal, Operations and Media teams to resolve issues and support email marketing campaigns.
• Prepare weekly Customer Success reports and track pending requests, payments and unresolved issues.
• Identify recurring concerns and recommend improvements to the customer experience.

Required profile

• Bachelor’s degree or HND in Business Administration, Estate Management, Mass Communication, Marketing, Customer Relations or a related field.
• Minimum of 2 years’ experience in Customer Service, Customer Success, Client Relations, Account Management, Sales Support or Real Estate.
• Excellent verbal and written communication skills with strong follow‑up and relationship management abilities.
• High attention to detail, strong organisational skills and ability to manage multiple clients and tasks.
• Professional handling of difficult customers and sensitive situations.

Required skills

• Proficiency in Microsoft Office.
• Proficiency in Google Workspace.
• Experience with CRM systems or customer management platforms.