Senior Customer Service Officer

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

CAREER OPPORTUNITY

 Senior Customer Service Officer (Level 5)

Vacant – (Three-Year Contract)

Salary Range: $2,190,302- $2,945,713 per annum

 Under the direct supervision of the Supervisor, Customer Service, the Senior Customer Service Officer interacts with existing and new customers/clients on the range of client services functions and activities offered by the authority.  More specifically, the Customer Service Officer reviews and validates applications   for the registration and licensing of real estate professionals, developments, strata corporations and time share practitioners. The Officer follows through with client queries/concerns, escalating matters to REAJ representatives and maintaining the link between clients and the respective REAJ representative. The incumbent also assists with designing and implementing activities geared towards improving the client services experience, including client interaction sessions, information gathering on the client experience and advancing the customer charter agenda. The Senior Customer Service Officer also provides secretariat support for the Appeals tribunal and mediations.

KEY OUTPUTS

• Relevant Information disseminated to clients
• Applications processed
• Telephone calls screened and directed as appropriate
• Customer/Client Service issues investigated and addressed
• Issues escalated
• Customer/Client survey instruments administered
• Assistance provided in improving business processes
• Customer service charter standards articulated
• Research and data gathering completed
• REAJ services promoted
• Appeals tribunal and dispute resolution sessions facilitated
• REAJ PR, branding and image building initiatives supported
• Reports prepared

KEY RESPONSIBILITY AREAS

 Technical/Professional Responsibilities

• Interfaces with customers/clients on a daily basis and provides relevant, comprehensive and accurate information on the activities of the authority tailored to meet customers’ and clients’ requirements;
• Provides daily interactive customer/client services to resolve concerns/issues in a timely manner;
• Processes client relations issues between the agency and the customers/clients to minimise misunderstandings and maintain effective customer/client relations protocols;
• Escalates issues and provides courtesy reminders to authority representatives on matters escalated; implements systems to ensure follow through on customer/client matters;
• Utilizes effective problem solving techniques and time management skills in the investigation and resolution of customers’ and clients’ issues and other client service operations;
• Verifies Proprietor Strata Plan number as needed, confirms/validates the amounts to be paid to the REAJ on behalf of Strata Corporations in respect of fees and annual returns;
• Develops and administers client data gathering/survey instruments and assists with analysing of data;
• Conducts research on various issues/concerns and or new developments in the real estate environment and makes suggestions for improvement;
• Development/designing/recommends systems to promote the Authority services to existing clients and to encourage new clients to the system;
• Promotes the services of the REAJ via telephone contact and/or direct face to face interaction;
• Assists with the development and implementation of REAJ PR, brand and image building initiatives;
• Conducts research to gather information for aiding change intervention strategies and techniques;
• Builds positive productive relations/rapport with clients and customers by forming professional liaisons;
• Provides secretariat support for the convening of the Appeals tribunal ensuring that the Tribunal log is maintained;
• Develops FAQs on the REAJ and draft answers; recommends improvements in processes to improve service delivery;
• Processes and logs all applications for dispute resolutions; schedule and arranges for dispute resolution sessions updates the information on proceedings and agreements;
• Maintains a high level of professionalism and competence in customer/client interactions and following through on commitments made to customers and clients;
• Prepares scheduled and ad hoc reports on the operations of the branch.

 Management/Administrative Responsibilities

• Develops Individual Work Plans based on alignment to the REAJ Plan;
• Participates in meetings, seminars, workshops and conferences as required;
• Prepares reports and programme documents as required.

Human Resource Responsibilities

• Maintains harmonious relations with colleagues. 

Other

• Any other related duty assigned.

PERFORMANCE STANDARDS

• Customers and clients provide with accurate and relevant information in a timely manner;
• All applications checked and validated for accuracy and completeness and processed in accordance with established protocols and standards;
• Customer/Client interactions are executed professionally and in accordance with established protocols;
• Issues are investigated promptly partners in accordance to standards and agreed time frame;
• Research completed to inform review of processes and report/summary accurately presented within agreed timeframe;
• Quality Assurance Audits assistance conducted according to established standards;
• Frequently Ask Question (FAQ)List developed and answers prepared according to relevant standards within an agreed timeframe;
• The services of the REAJ promoted in accordance with stated guidelines;
• The PR brand and image of the REAJ are promoted in accordance with stated guidelines.
• Appeals tribunal and dispute resolutions sessions successfully completed within agreed timeframe
• Sound recommendations provided in a timely manner
• Reports prepared and submitted according to established standards
•  Confidentiality, integrity and professionalism displayed in the execution of duties and in personal conduct

AUTHORITY (decisions you have the power to make/recommend

• Provides recommendations to effect changes in operation;

• Liaises directly with clients and REAJ representatives.

REQUIRED 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 REAJ
• 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 REAJ 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

• Bachelor’s Degree in Management, Business/Public Administration, or related Social Science;
• Four (4) years’ experience, with at least two (2) years in a dynamic and change oriented customer service environment

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

Work will be conducted in an office outfitted with standard office equipment and specialized software.  The environment is fast paced with on-going interactions with clients which will result in high degrees of pressure, on occasions.

Application and Deadline: 

 Applications should be made online no later than Friday, December 5,

2025, via https://rebcsc.bamboohr.com/jobs 

We thank all applicants for their interest. However, only short-listed candidates will be contacted.