Community Clients Relations Supervisor Full Time NEW

Who Are We

At The Marq, we are more than a workplace; we’re a family united by a flexible culture, committed to supporting each other and growing together.

Roles & Responsibilities

Technical Responsibilities

Respond to assigned client inquiries received from various channels (phone, email, in-person) to ensure timely support and enhance client satisfaction.

Handle assigned tickets received from the mobile application and call center by reaching out to clients, resolving issues, and closing tickets in a timely manner.

Maintain clear and professional communication and active listening with clients throughout the resolution process to tailor services effectively, resulting in higher client retention.

Maintain an accurate and up-to-date client database to facilitate efficient tracking of interactions and follow-ups.

Update the status of tickets handled by other team members and ensure accurate reporting.

Update the legal sheet weekly regarding cases that require legal action and document necessary actions taken.

Assist in delivering contracts and gift boxes to clients while ensuring compliance with company policies during client interactions to maintain high service standards.

Assist in managing walk-in meetings and complaints from clients and provide support during walk-in meetings by documenting concerns and facilitating communication.

Non-Technical Responsibilities

Supervise daily client relations activities and ensure service quality standards are consistently met.

Support the Clients Relations Section Head in achieving departmental objectives and enhancing client satisfaction.

Coordinate with internal departments such as Finance and other CCE teams to ensure smooth resolution of client requests.

Communicate effectively with internal stakeholders to ensure alignment on client-related matters.

Demonstrate company values in all client interactions and internal collaboration.

Maintain clear communication and coordination across departments involved in the client journey.

Contribute to the continuous improvement of client service processes and reporting practices.

Support a collaborative and positive working environment within the team.

Educational Background, Skills & Experience Required

5 – 7 years of experience with a proven success record, preferably in a similar role.

Bachelor’s degree in Business Administration or a relevant field.

Excellent Microsoft Office skills (Excel, Word, PowerPoint).

Strong communication and interpersonal skills.

Ability to multitask, prioritize work effectively, and manage stakeholders’ expectations.

Knowledge of real estate industry practices and regulations is a plus.

Ability to work collaboratively in a fast-paced, dynamic environment.

Main Key Performance Indicators

Ticket resolution time.

Client satisfaction score.

Accuracy of ticket updates.

Walk-in complaint resolution rate.

Internal & External Communication

Internal Communication

Internal CCE Department

Finance

External Communication

Clients

Be part of a culture built on growth, teamwork, and support.