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- The role includes, but is not limited to, the following duties:
- Managing the company email inbox and telephone.
- Recording and logging the outcomes of all customer communications in MS Excel.
- Tracking and managing the resolution of reported issues.
- Building close working relationships with relevant team members and departments.
- Preparing and issuing regular reports on identified issues.
- Writing clear and concise communications to customers.
- Ensuring proper allocation of work to the appropriate team members.
- Coordinating and balancing the schedules of team members.
- Ensuring the availability of necessary materials for resolving issues.
- Maintaining reasonable timelines for resolving customer issues and keeping customers informed throughout the process.
- Following the procedures for handling complaints and escalated issues.
- Referring challenging or complex customer issues to the appropriate manager.
- Conducting follow-up satisfaction calls to customers.
- Performing other related duties as required.
- A reasonable understanding of the construction process.
- Broad knowledge of various trades and the role of subcontractors.
- An understanding of the work of other disciplines within the company.
- Proven experience in a similar role is highly desirable.
- Exceptional telephone and administrative skills.
- Ability to prioritise workload effectively.
- Ability to maintain customer confidentiality.
- Excellent verbal and written communication.
- High proficiency in MS Office programs.
- Ability to present a credible and professional image to colleagues and customers.
- Self-motivated and proactive.
- Always portray a positive image of the company and operate in a best practice mindset.
