Customer Service Manager

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.

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.