[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-seo-262039-105":3,"detail-sidebar-cat-1-en-105":81,"doc-detail-262039-en":127},{"code":4,"msg":5,"data":6},0,"ok",{"site_id":7,"language":8,"slug":9,"title":10,"keywords":11,"description":12,"schema_data":13,"social_meta":74,"head_meta":76,"extra_data":78,"updated_unix":80},105,"en","customer-advocacy-manager-job-description-hrc-jd","Customer Advocacy Manager Job Description - HRC JD","","Customer Advocacy Manager role focuses on converting homeowners and tenants into loyal brand advocates by building exceptional customer experiences and strengthening retention. The position manages relationships across pre-sales contract and document procedures, and after-sales customer journey through handover, unit inspection, snagging, billing follow-ups, and feedback-driven service improvements. 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This role focuses on driving positive word-of mouth and improving retention. |  |\n| General Scope/ Phạm vi trách nhiệm |  |\n| Job Descriptions/ Mô tả công việc\u003Cbr>Pre-sales (40%)\u003Cbr>• Build up and manage all sales agencies’ contracts and follow up procedure to make sure they follow up the working procedure.\u003Cbr>• Build up and manage Deposit Agreement, Escrow Agreements, SPA, all sales and agent’s forms.\u003Cbr>• Working with agents to align procedures for booking and closing sales.\u003Cbr>• Follow up payment from agencies and purchasers\u003Cbr>• Develop and implement strategies aimed at elevating the buyer’s experience across all residential or commercial projects. Act as the voice of the customer internally, ensuring that feedback is used to improve processes and that customer satisfaction remains high from purchase through move-in and after-sales support.\u003Cbr>• Advocacy Program Development: Design and implement a comprehensive customer advocacy program that identifies, nurtures, and leverages satisfied customers as brand ambassadors.\u003Cbr>• Customer Relationship Management (CRM): Develop and implement CRM policies, procedures, and strategies to increase retention and loyalty across company projects.\u003Cbr>After-sales (40%)\u003Cbr>• Follow up billing with Finance Team, request payment from purchasers if any.\u003Cbr>• Management billing and interacting with purchasers.\u003Cbr>• Manage the customer journey through the handover process, unit inspection, and snagging/fit-out phase, ensuring a smooth transition for the client.\u003Cbr>• Directly manage and organize the delivery of gifts (cards, vouchers, etc.) to customers in accordance with the sales policy.\u003Cbr>• Customer Feedback & Insights: Actively seek customer feedback through surveys and interviews, analyze data to identify trends, and implement actionable improvements in service delivery.\u003Cbr>• Conflict Resolution: Investigate customer issues, complaints, and disputes, providing efficient solutions and managing escalations.\u003Cbr>• Internal Collaboration: Work closely with Sales, Marketing and Legal teams to resolve customer issues and ensure project delivery aligns with customer expectations.\u003Cbr>Others (20%)\u003Cbr>• Provide support for other customer-related and internal coordination tasks as required.\u003Cbr>• Perform other duties as assigned by the Line Manager or higher-level management. |  |\n\n\n| Essential Qualifications/ Trình độ chuyên môn\u003Cbr>• Bachelor’s degree in Business Administration, Law, Real Estate, Hospitality Management, or other related fields. | Essential Attributes (Knowledge/skills requirements)/ Nhữngyêu cầu cơ bản (Kiến thức/kỹ năngyêu cầu)\u003Cbr>➢ Knowledge:\u003Cbr>• 3–5+ years of experience in Customer Success, Key Account Management, Customer Experience, or related roles.\u003Cbr>• Experience in real estate development, property management, or premium hospitality is preferred.\u003Cbr>• Good understanding of customer journey, customer service standards, and issue-handling processes.\u003Cbr>• Pre-sales experience is required.\u003Cbr>➢ Skills:\u003Cbr>Technical Skills:\u003Cbr>• Proficiency in CRM software such as Salesforce, HubSpot, or similar platforms.\u003Cbr>• Good system operation skills and ability to manage customer information/data accurately.\u003Cbr>• Project management skills to track customer issues, follow up on action plans, and manage key milestones.\u003Cbr>Soft Skills:\u003Cbr>• Customer-centric mindset with strong empathy and interpersonal skills.\u003Cbr>• Strong problem-solving skills, especially un","cbCaimg7SDbTqBrO","https://ap.wps.com/l/cbCaimg7SDbTqBrO","pdf",189598,"English","# Summary of Duties\n## Pre-sales Responsibilities\n## After-sales Responsibilities\n## Others\n# Essential Qualifications\n## Knowledge\n## Skills\n# Benefits and Work Place\n## Benefits\n## Work Place\n# Level and Industry\n## Level\n## Industry\n# Language and Working Hours","[{\"question\":\"What are the key responsibilities of a Customer Advocacy Manager in pre-sales?\",\"answer\":\"Pre-sales responsibilities include managing sales agencies’ contracts and follow-up procedures, handling deposit and escrow agreements and sales forms, aligning booking and closing procedures with agents, developing buyer-experience strategies, and creating customer advocacy program initiatives.\"},{\"question\":\"What does the role cover during after-sales?\",\"answer\":\"After-sales focuses on billing follow-up with Finance and purchasers, managing the customer journey through handover, unit inspection and snagging/fit-out, organizing delivery of gifts, collecting customer feedback and insights, resolving conflicts, and escalating issues when needed.\"},{\"question\":\"What qualifications and skills are required for this position?\",\"answer\":\"The role requires a bachelor’s degree in relevant fields and 3–5+ years of experience in customer success, key account management, customer experience, or related areas with pre-sales experience required. Skills include CRM proficiency (e.g., Salesforce/HubSpot), project management, strong communication, customer-centric empathy, and the ability to coordinate across departments.\"}]","Customer Advocacy Manager Job Description - HRC JD | PDF",1789358681]