Customer Service & Relationship Executive

Job Title	Customer Services & Relationship Executive
Department	Customer Services & Relationship
Location	Yangon, Myanmar
Employment Type	Full-time
Reports To	CSR Manager
Working Hour	9:00am – 5:30pm
Off Day	2 Days/Week
Company	First Golden Dragon Construction Co., Ltd.

Job Summary

The Customer Service and Relationship Executive is the primary point of contact for shophouse and business owners at FCC. This role handles all inquiries, service requests, feedback, and complaints related to their business premises, excluding amenities. The Executive ensures timely resolution by coordinating with Maintenance, Landscaping, Security, and other operational teams. This position works strictly according to a duty roster, including weekends and public holidays, to ensure continuous coverage of business owner needs.

Key Responsibilities

1. Business Owner Relationship Management

• Serve as the first point of contact for shophouse/business owners via phone, email, walk-in, or business owner portal.
• Greet and assist owners professionally, building positive long-term business relationships.
• Maintain accurate business owner records (contact details, lease/ownership terms, special requests, history of interactions).
• Proactively communicate with owners regarding property updates, scheduled maintenance, or service interruptions that may affect their business operations.

2. Service Request & Work Order Coordination

• Receive and log all maintenance, landscaping, or housekeeping service requests from business owners.
• Assign work orders to the appropriate department (Maintenance Supervisor, Landscaping Supervisor, Housekeeping) using the designated system.
• Follow up on open work orders to ensure timely completion and update owners on status.
• Close work orders upon owner confirmation of satisfaction; escalate unresolved issues to the CSR Manager.

3. Complaint Handling & Resolution

• Listen to business owner complaints with empathy and professionalism.
• Investigate issues, coordinate with relevant internal teams, and propose fair resolutions.
• Document all complaints and resolutions in the system for tracking and trend analysis.
• Escalate serious or recurring issues to the CSR Manager or Property General Manager as needed.

4. Communication & Coordination

• Act as a communication bridge between business owners and property operations teams (Maintenance, Landscaping, Security, Housekeeping, Administration).
• Relay urgent issues (e.g., water leakage, power outage, security concerns, waste disposal problems) immediately to the respective department head.
• Prepare and distribute business owner notices (e.g., upcoming maintenance, safety reminders, policy changes, holiday schedules) after approval from the CSR Manager.

5. Move-In / Move-Out Support (for leased shophouses)

• Assist business owners with move-in and move-out processes (scheduling, providing forms, collecting keys/access cards).
• Conduct unit condition walkthroughs with owners and document any damage or deficiencies.
• Coordinate with maintenance for pre-occupancy unit preparation (cleaning, repairs).

6. Documentation & Reporting

• Maintain accurate logs of all business owner interactions, service requests, complaints, and resolutions.
• Prepare daily, weekly, and monthly reports for the CSR Manager (e.g., service request volume, response times, owner satisfaction trends).
• Ensure confidentiality of all business owner personal and financial information.

7. Policy Enforcement

• Remind business owners of property rules and regulations (waste disposal, signage, noise, loading/unloading hours, fire safety) in a courteous manner.
• Report repeated policy violations to the CSR Manager for further action.

8. Duty Roster Compliance

• Work according to the published duty roster, including morning, afternoon, or night shifts as assigned.
• Be available on weekends, public holidays, and during emergency situations as rostered.
• Hand over pending tasks clearly to the next shift executive to ensure seamless service.

Qualifications

Education:

• Bachelor’s degree in any field (Business Administration, Communications, Hospitality, or Real Estate preferred).
• Certificate in Customer Service, Conflict Resolution, or Property Management is a plus.

Experience:

• Minimum 1–2 years of experience in customer service, front desk, or business client relations, preferably in property management, commercial real estate, or hospitality.
• Experience using work order systems or CRM software is an advantage.

Skills & Competencies:

• Excellent verbal and written communication skills in English and Myanmar (or local language).
• Strong interpersonal and empathy skills; ability to remain calm under pressure, especially when dealing with business owners who may have urgent operational concerns.
• Good organizational skills and attention to detail.
• Proficiency in MS Office (Word, Excel, Outlook) and basic data entry.
• Ability to multitask and prioritize urgent requests.
• Problem-solving mindset with a customer-first attitude.
• Willingness to work shifts, weekends, and public holidays.

Basic understanding of commercial property maintenance (e.g., electrical, plumbing, waste management, parking) to better coordinate work orders.

Deadline	14/08/2026
Number Of Posts	Male/Female (2) Posts
Contact Email	careers@efdgroup.com
Contact Number	099 4646 8900