Customer Service Officer

The Real Estate Board invites applications from suitably qualified individuals to fill the following position:

Customer Service Officer (Level 4)

Two (2) Vacant (Three-year Contract)

Salary Range: $ 1,711,060.00 to $2,301,185.00 per annum

Job Summary

The Customer Service Officer will provide assistance to existing and new clients on the range of services offered by the Board. More specifically, the Customer Service Officer will be the first point of contact in the registration and licensing process for Real Estate Professionals and Strata Corporations.

Key Duties

• Interfaces with clients daily and provides relevant, comprehensive, and accurate information and guidance on the activities of the Board tailored to meet client requirements.
• Provides daily interactive client services to resolve concerns/issues in a timely manner.
• Serves as first point of contact/liaison on client relations issues between the agency and the clients by:
  • managing the interface between the Board and client to eliminate misunderstandings.
  • facilitating the flow of information, including matters escalated; and
  • maintaining effective customer/client relations protocols.
• Escalates issues and provides courtesy reminders to Board representatives on matters escalated.
• Utilizes effective problem-solving techniques and time management skills in client service operations.
• Investigates client issues to ensure timely resolve.
• Devises systems to ensure follow through on customer/client matters.
• Place telephone calls on behalf of officers.
• Receives and screens incoming calls, relays telephone messages to the appropriate officer in a timely manner.
• Administers client data gathering/survey instruments and assists with analysing of data.
• Assists with research on various issues/concerns and or new developments in the real estate environment and makes suggestions for improvement.
• Promotes the services of the Board via telephone contact and/or direct face to face interaction.
• Assists with the development and implementation of PR, brand, and image building initiatives.
• Conducts research to gather information for aiding change intervention strategies and techniques.
• Builds positive and productive relations/rapport with clients and customers by forming professional liaisons.
• Assists with the administration of internal quality assurance audit by reviewing client experience against established standards.
• Maintains a high level of professionalism and competence in customer/client interactions and follows through on commitments made to clients.
• Assists with improvements in processes to improve service delivery.
• Assists with the development of FAQs (Facts, Answers and Questions) on the Board and draft answers.
• Provides feedback to management on potential risks to the system.

Competencies

Core

• Highly customer focused/customer service driven.
• Excellent use of ICT devices in customer interactions.
• Good understanding of ICT etiquettes/manners.
• Good multitasking skills.
• Highly developed confidentiality in dealing with customer issues and data.
• Possesses dexterity in keyboarding and hand and eye coordination.
• Possesses innovativeness in resolving client issues.
• Ability to work well in a team as well as alone.
• Ability to build rapport with clients of the Board.
• Strong ICT orientation – as the environment is technology enabled.
• Good communication and professional disposition.
• Appreciation of the public service machinery.

Technical

• Good understanding of the operation of Board system.
• Ability to conduct research.
• Good report writing skills.
• Strong commitment on following through on customer issues.
• Patient and empathetic in dealing with client issues.

Minimum Required Education and Experience: 

• Associate Degree in Management, Business/Public Administration, or related Social Science.
• Certification in Customer Service would be advantageous.
• Two (2) years’ experience, in a dynamic and change oriented customer service environment.

Application and Deadline:

Applications should be made online no later than Friday, August 15, 2025, via https://rebcsc.bamboohr.com/jobs