Customer Relations and Contract Compliance Officer

2 days ago

Mandaluyong City, National Capital Region, Philippines Dolmar Land, Inc. Full time ₱104,000 - ₱130,878 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.

This position is essential to building trust with buyers and ensuring that Dolmar Land upholds its brand promise of quality service and professionalism.

Key Responsibilities:

1. Customer Relations & Experience Management

  • Supervise the Customer Relations Associates in handling client concerns, home turnovers, inquiries, and post-reservation experience.
  • Ensure timely, empathetic, and consistent resolution of client concerns aligned with Dolmar Land's brand tone and service standards.
  • Monitor client satisfaction metrics and lead the implementation of improvements based on feedback.
  • Support in the turnover process by ensuring clients are well-guided, documents are complete, and the experience is efficient and welcoming.
  • Coordinate with Sales, Engineering, and Accounts Management to ensure a smooth and complete client journey.

2. Contract Compliance & Documentation

  • Oversee the preparation, review, and notarization of all contract documents (e.g., Contract to Sell, Deed of Absolute Sale).
  • Ensure that all client-facing documents are complete, compliant, and aligned with regulatory and internal requirements.
  • Monitor the timeline of contract signing, notarization, and client receipt to avoid delays in revenue recognition and home turnover.
  • Supervise the proper safekeeping and digital archiving of executed contracts and related documentation.
  • Support in the alignment of contract templates with legal, finance, and compliance teams.

3. Cross-Team Coordination and Reporting

  • Work closely with the Manager for Client Financing and Collection and AVP of Finance to report on KPIs and process improvements.
  • Provide weekly and monthly updates on contract status, customer concerns, and key service metrics.
  • Contribute to internal projects aimed at improving service workflows, contract processing timelines, and documentation standards.
  • Ensure business continuity by actively coordinating with the Shared Drive custodian and file management protocols.
  • Recommend improvements in workflows, document management, and client servicing models.

Minimum Qualifications:

  • Bachelor's Degree in Business Administration, Legal Management, Communications, or related fields.
  • Minimum of 3-5 years experience in customer service, legal documentation, or client operations.
  • At least 2-3 years in a supervisory or team lead capacity, preferably in a real estate or property development setting.
  • 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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