Customer Relations and Contract Compliance Officer

10 hours ago

Mandaluyong City, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

The Customer Relations and Contract Compliance Officer plays a dual role in ensuring superior client service throughout the customer journey and strict compliance in contract documentation. This role oversees a team of associates and is responsible for elevating the customer experience, standardizing client communications, ensuring the timely execution and notarization of contracts, and coordinating closely with internal teams to drive a seamless turnover and documentation process.

Key Responsibilities:

  1. Customer Relations & Experience Management

  2. Supervise the Customer Relations Associates in handling client concerns, home turnovers, inquiries, and post-reservation experience.

  3. Ensure timely, empathetic, and consistent resolution of client concerns aligned with Dolmar Land's brand tone and service standards.
  4. Monitor client satisfaction metrics and lead the implementation of improvements based on feedback.
  5. Support in the turnover process by ensuring clients are well-guided, documents are complete, and the experience is efficient and welcoming.

  6. Coordinate with Sales, Engineering, and Accounts Management to ensure a smooth and complete client journey.

  7. Contract Compliance & Documentation

  8. Oversee the preparation, review, and notarization of all contract documents (e.g., Contract to Sell, Deed of Absolute Sale).

  9. Ensure that all client-facing documents are complete, compliant, and aligned with regulatory and internal requirements.
  10. Monitor the timeline of contract signing, notarization, and client receipt to avoid delays in revenue recognition and home turnover.
  11. Supervise the proper safekeeping and digital archiving of executed contracts and related documentation.

  12. Support in the alignment of contract templates with legal, finance, and compliance teams.

  13. Cross-Team Coordination and Reporting

  14. Work closely with the Manager for Client Financing and Collection and AVP of Finance to report on KPIs and process improvements.

  15. Provide weekly and monthly updates on contract status, customer concerns, and key service metrics.
  16. Contribute to internal projects aimed at improving service workflows, contract processing timelines, and documentation standards.
  17. Ensure business continuity by actively coordinating with the Shared Drive custodian and file management protocols.
  18. Recommend improvements in workflows, document management, and client servicing models.

Minimum Qualifications:

  • Bachelor's Degree in Business Administration, Legal Management, Communications, or related fields.
  • At least 5 years of experience, preferably in a supervisory role in Customer Service, Account Management, Contract Management and Sales Admin in a real estate set-up with strong emphasis in the process of Title Transfer
  • Strong customer relations and communication skills (verbal and written).
  • Organized, systematic, and able to lead a team in handling multiple documents, clients, and deadlines.
  • Proficient in using Microsoft Office, digital file management systems, and customer tracking tools.
  • Ability to work cross-functionally and handle pressure in a dynamic, client-facing role.

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