Customer Relations Officer

The Customer Relations Officer is responsible for managing customer and stakeholder communications, handling feedback and complaints, and providing administrative support to ensure smooth project operations and positive relationships with clients, residents, neighbouring premises, and other stakeholders.

Key Responsibilities

Customer & Stakeholder Relations

• Act as the point of contact for enquiries, feedback, complaints, and concerns from clients, residents, neighbouring premises, and other stakeholders.
• Communicate construction updates and upcoming activities, particularly major works such as excavation, piling, concreting, tower crane installation, lane closures, and other activities that may affect the surrounding community.
• Follow up on complaints and feedback and coordinate with the project team to ensure timely resolution.
• Maintain good relationships with clients, residents, neighbouring premises, and relevant stakeholders.
• Attend client and stakeholder meetings when required.

Communication & Engagement

• Assist in planning and coordinating stakeholder and community engagement activities.
• Prepare notices, project updates, newsletters, and other communication materials.
• Support communication through appropriate digital and social media platforms where required.
• Represent the company professionally when engaging with members of the public and stakeholders.

Administrative & Reporting Support

• Maintain records of enquiries, complaints, feedback, follow-up actions, and resolutions.
• Prepare regular reports on customer and stakeholder engagement activities.
• Prepare project-related correspondence, reports, memos, and presentations.
• Maintain and organize relevant project documentation.
• Attend meetings and take minutes when required.

Other Responsibilities

• Coordinate with internal departments and project teams to follow up on customer and stakeholder matters.
• Perform other duties as assigned by management in support of project and business objectives.

Job Requirements

• Diploma or Degree in Business Administration, Communications, Public Relations, Customer Relations or a related discipline.
• Minimum 2–4 years of relevant experience in customer relations, public relations, community relations or stakeholder management.
• Experience in the construction or property development industry will be an advantage.
• Strong interpersonal and communication skills with the ability to engage confidently with different stakeholders.
• Good complaint-handling and problem-solving skills, with a professional and service-oriented approach.
• Able to communicate construction-related information clearly to members of the public and affected stakeholders.
• Good coordination and follow-up skills, with the ability to work closely with project teams and multiple parties.
• Proficient in Microsoft Office applications, including Word, Excel and PowerPoint.
• Strong written and verbal communication skills in English.
• Mature, patient, responsible and able to handle sensitive or challenging situations professionally.
• Able to work independently as well as collaboratively in a fast-paced construction environment.