CUSTOMER RELATIONS OFFICER (CRO)

Customer Relations Officer (CRO)

The primary role of a Customer Relations Officer (CRO) at an HDB Building Service Centre (BSC) is to serve as the main point of contact for residents regarding project-related matters, primarily housing defects and resident feedback. The CRO is responsible for ensuring that all issues are addressed and resolved in a timely manner.

Key Roles and Responsibilities:

Resident Liaison & Feedback Management

• Service Centre Management: Attend to and resolve residents’ feedback, complaints, and general phone/walk-in enquiries at the BSC.
• Relationship Building : Establish and maintain strong working relationships with residents contractors, and HDB stakeholders.

Defect Management & Coordination (DLP Phase)

• Data Entry & Recording: Maintain proper hardcopy and online documentation/recordings of defects via the mandatory digital portal submissions.
• Schedule Inspections: Coordinate and arrange formal unit defect inspection appointments between residents, the technical site team, and subcontractors.
• Strict SLA Enforcement: Monitor and coordinate with subcontractors to ensure all reported defects are completely resolved within the strict HDB service standard of 14 calendar days. Compile clear before-and-after photographs of completed rectification works.

Public Relations & Administration

• Official Correspondence: Draft, reply to, and distribute official resident communications, messaging, letters, and update notices.
• Operational Flexibility: Execute any other clerical, reporting, or public relations duties as explicitly instructed by the Superintending Officer's Representative and project management team.

• Stakeholder Engagement: Participate in dialogue sessions with Resident Committees (RC), Grassroots organizations and Town Councils (if necessary).

Administrative Support

• Record Maintenance: Provide clerical and administrative support, including document filing, management of official correspondence, and updating site logs.
• Report Preparation: Prepare weekly and monthly defect rectification progress reports for the project management team and HDB.

Job Requirements &Qualifications)

• Education: Minimum pass in at least 5 subjects, including English, at GCE "O" Level OR possess a valid Nitec Certificate.
• Certification: Must posses a valid Service Excellence Course certificate or WSQ Certificate in Service Excellence.
• Language Proficiency: Capable of communicating effectively and clearly in English plus at least one other Singapore official language (Mandarin, Malay, or Tamil)
• Experience: Prior customer relations work experience is highly preferred.
• Communication Skills: Strong public relations skills with the ability to handle challenging phone enquiries and face-to-face feedback competently
• Software Proficiency: Must be proficient in basic computer software for data entry, defect recording, and online tracking systems
• Working Hours: 5.5 work week (Monday to Saturday). Full-day attendance on Saturdays is mandatory to facilitate residents’ defect inspection appointments.
• Employment Type: Contract (Minimum 1.5 years, subject to renewal)

Deployment Terms &Performance Standards

• Pre-Employment Vetting: Candidate selection is strictly conditional; the candidate's Curriculum Vitae (CV) must be submitted to and approved by the SO Rep prior to official deployment.

• Monthly Deployment Quota: The CRO must be actively deployed on-site for at least 20 days within a calendar month to be recognized as fulfilling the contract month