Customer Relations Officer (cro)

About the role

Customer Relations Officer (CRO) The primary role of a Customer Relations Officer (CRO) at an HDB Building Service Centre (BSC) is to serve as the main point of contact for residents regarding project-related matters, primarily housing defects and resident feedback. The CRO is responsible for ensuring that all issues are addressed and resolved in a timely manner. Key Roles and Responsibilities: Resident Liaison & Feedback Management Service Centre Management : Attend to and resolve residents' feedback, complaints, and general phone/walk-in enquiries at the BSC. Relationship Building : Establish and maintain strong working relationships with residents contractors, and HDB stakeholders. Defect Management & Coordination (DLP Phase) Data Entry & Recording : Maintain proper hardcopy and online documentation/recordings of defects via the mandatory digital portal submissions. Schedule Inspections : Coordinate and arrange formal unit defect inspection appointments between residents, the technical site team, and subcontractors. Strict SLA Enforcement : Monitor and coordinate with subcontractors to ensure all reported defects are completely resolved within the strict HDB service standard of 14 calendar days . Compile clear before-and-after photographs of completed rectification works. Public Relations & Administration Official Correspondence : Draft, reply to, and distribute official resident communications, messaging, letters, and update notices. Operational Flexibility : Execute any other clerical, reporting, or public relations duties as explicitly instructed by the Superintending Officer's Representative and project management team. Stakeholder Engagement : Participate in dialogue sessions with Resident Committees (RC), Grassroots organizations and Town Councils ( if necessary ). Administrative Support Record Maintenance: Provide clerical and administrative support, including document filing, management of official correspondence, and updating site logs. Report Preparation: Prepare weekly and monthly defect rectification progress reports for the project management team and HDB. Job Requirements &Qualifications ) Education : Minimum pass in at least 5 subjects, including English, at GCE "O" Level OR possess a valid Nitec Certificate . Certification : Must posses a valid Service Excellence Course certificate or WSQ Certificate in Service Excellence. Language Proficiency : Capable of communicating effectively and clearly in English plus at least one other Singapore official language (Mandarin, Malay, or Tamil) Experience : Prior customer relations work experience is highly preferred. Communication Skills: Strong public relations skills with the ability to handle challenging phone enquiries and face-to-face feedback competently Software Proficiency: Must be proficient in basic computer software for data entry, defect recording, and online tracking systems Working Hours: 5.5 work week (Monday to Saturday). Full-day attendance on Saturdays is mandatory to facilitate residents' defect inspection appointments. Employment Type: Contract (Minimum 1.5 years, subject to renewal) Deployment Terms &Performance Standards Pre-Employment Vetting : Candidate selection is strictly conditional; the candidate's Curriculum Vitae (CV) must be submitted to and approved by the SO Rep prior to official deployment. Monthly Deployment Quota : The CRO must be actively deployed on-site for at least 20 days within a calendar month to be recognized as fulfilling the contract month

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