Customer Relationship Management Associate - Real Estate

Job description / Role

This role supports the delivery of post-sales service excellence, helping customers move smoothly from sales to community onboarding. You will process day-to-day post-sales transactions, support VIP client services, log and follow up on customer cases, and keep accurate records that contribute to high customer satisfaction levels.

You will be a reliable point of contact for customers, ensuring every interaction reflects the highest standards of quality and professionalism.

Responsibilities:

• Property Transfers & NOCs – Process transfer requests and prepare NOCs for residential units and plots, verifying documents and collecting payments to ensure timely, compliant completion.
• Post-Sales Onboarding & VIP Services – Support customer onboarding, including tailored VIP services for high-net-worth clients, coordinating appointments, documentation and handovers for a smooth move into the community.
• Complaint & Case Management – Log enquiries and complaints, resolve first-level cases within agreed timelines, escalate complex issues to the Manager, Signature Services, and keep case records up to date.
• Customer Account Management – Act as the day-to-day contact for an assigned portfolio of post-sales accounts, responding to calls, emails and walk-ins, and keeping Salesforce records accurate.
• CSAT Targets – Help meet team CSAT targets through consistent, courteous service, and flag recurring issues and feedback to the Manager.
• Process Improvement & Reporting – Follow post-sales procedures, suggest practical improvements, and maintain trackers and regular reports on transactions, cases and service metrics.

• Bachelor’s Degree in Business, Management, or a related field - An advanced degree or certifications relevant to the real estate sector (such as Real Estate Management or Customer Service Excellence) are a plus.
• A minimum of 2 years of experience in a customer-facing role, preferably in the real estate industry with exposure to post-sales services, property transactions, or premium customer care.
• Technical Proficiency - Good working knowledge of MS Office Suite; experience with Salesforce or a similar CRM system for data entry, case tracking, and reporting is preferred.

About the Company

Service

Our aim is to provide our clients and candidates with a consistent, quality service that goes beyond the norm, giving them peace of mind and complete trust in our ability to meet their needs.

Knowledge

Big Fish consultants specialise in their fields and have extensive experience in the region and beyond. We take pride in our knowledge and network and believe that our relationships are built on trust and integrity and are made for the long term.

Care

At Big Fish, as well as caring for the people we work with, we also care about the world and environment we live in, thats why Big Fish support initiatives that promote human welfare, environmental protection and sustainability.