Client Success Executive

2 weeks ago

Singapore PROPSELLER PTE. LTD. Full time
Roles & Responsibilities

About Propseller

In 2024, Propseller has been ranked #1 Fastest-Growing Real Estate Company in APAC by the Financial Times and #10 in Singapore's fastest-growing companies 2024 by The Straits Times and Statista

In August 2022, Propseller raised a US$12M Series A led by Vertex Ventures, the VC arm of Temasek, the investment company owned by the Government of Singapore and the Series A lead investor of Grab.

Propseller's mission is to help people build wealth with real estate. We're building an end-to-end real estate transaction platform and towards that goal, we started the journey by building a technology-powered real estate brokerage that is valuable, reliable and fairly priced.

By elevating the most human part of the service with top in-house agents and industrialising all the rest with technology and centralised operations, we became Singapore's most loved real estate agent with an average Google My Business rating of 4.8/5 (700+ reviews).

The next phase of the journey is to go from helping people sell their homes to becoming the No. 1 brand for people to move from one home to the next: sell, buy, and finance.

Find out more at: propseller.com/careers/.

Role Description

The Client Success Executives are the strategic and supportive partners for our clients and Real Estate Consultants. As Client Success Executives, you own client portfolios and ensure an elite client experience, from smooth onboarding, and managing property listings, to coordinating viewings, all aimed at facilitating successful closing. This is an excellent position for a highly motivated and capable professional with a radiant passion for making clients successful and happy.

Manage the Property Listings of a Portfolio:

  • Manage Listing Activations: Ensure the timely and accurate activation of assigned listings by creating, publishing, and reviewing engaging, high-quality descriptions aimed at attracting potential buyers.
  • Coordinate Marketing and Staging: Oversee the scheduling and coordination of photoshoots and property staging to showcase each listing at its best.
  • Execute Advertising Strategies: Execute targeted listing advertising strategies to maximise visibility and drive marketing effectiveness.

Client Onboarding and Management:

  • Client Onboarding and Relationship Management: Seamlessly onboard new clients using Propseller's integrated tools, serving as their secondary point of contact to ensure a smooth transition and strong initial experience.
  • Support Excellence: Enhance client satisfaction by delivering gold-standard support, meeting and exceeding service expectations to foster positive, lasting relationships.

Coordination & Stakeholder Management:

  • Viewing Coordination: Effectively manage property owners' availability for viewings over several weeks, optimising schedules within fixed and limited viewing windows to maximise convenience and exposure.
  • Checkpoint Call Scheduling & Reporting: Schedule regular checkpoint calls with clients, Real Estate Consultants and other internal teams and prepare comprehensive listing performance reports, offering valuable insights and updates to keep clients informed and engaged.
  • Cross-Functional Collaboration: Work closely with internal teams to address client needs, ensuring seamless service delivery and a cohesive experience across all touchpoints.

Others:

  • Process Improvement Projects: Participate in ad-hoc projects aimed at enhancing current systems and processes, identifying areas for efficiency and effectiveness gains.
  • Reporting & Knowledge Sharing: Generate regular reports and join improvement-sharing sessions to promote best practices and continuous development within the team.
Ideal Candidate

You are detail-oriented, highly organised, and skilled in communication and multitasking. You thrive in client-facing roles, genuinely enjoy helping clients achieve their goals, and bring a passion for building meaningful relationships. You have experience in roles like Customer Service, Sales, or Marketing, where you've honed your ability to understand client needs and deliver exceptional support.

Requirements
  • Education: Diploma or degree required;
  • Experience: At least 6 months in a client-facing role, demonstrating customer service skills and professionalism;
  • Language Proficiency: Strong written and verbal communication skills in English; and full professional proficiency in Mandarin to effectively communicate with Mandarin-speaking clients during onboarding calls and throughout their sell/buy journey;
  • Technical Skills: Proficient in Google Suite and MS Office, with strong overall computer skills;
  • Work Availability: Available to work five days a week, including one weekend day per week and some public holidays (in which case, you'll get off-in-lieu to compensate);
  • Exceptional Communication Skills: You have a natural ability to connect with diverse clientele, adapting your communication style to build rapport and ensure clear, effective interactions;
  • Organised and Multi-Tasking: You excel at time management and prioritising tasks, consistently completing work efficiently and on schedule;
  • Fast and Detail-Oriented: With a meticulous eye for detail, you review your work carefully to ensure high quality while maintaining a quick turnaround;
  • Client-Centric Approach: You genuinely enjoy interacting with clients and are dedicated to making Propseller clients successful through attentive, supportive service;
  • Resilient and Persistent: You demonstrate resilience when facing challenges or pushback and have the determination to see tasks through to completion.
You Get
  • Central office: WeWork office near Lavender, Bendemeer, and Farrer Park MRT;
  • Swimming pool and gym access: access to our office swimming pool and gym;
  • Cutting-edge equipment: MacBook Pro, Jabra headset, fully integrated CRM, and more;
  • Quarterly town halls: Quarterly town halls including company-wide physical gatherings;
  • Team lunch budget: Quarter budget for team bonding lunches or dinners;
  • Bi-annual performance and salary reviews: giving all the opportunity to progress fast;
  • Corporate health insurance: with HSBC Life, including hospitalisation, general practitioners, TCMs, specialists and dental consultations.
  • 100 amazing "Professional fire makers" as colleagues: Experience a fast-paced, innovative tech startup culture, collaborating with a team of talented and upbeat "Sunshine" colleagues who bring positivity and energy to work every day;
  • Impact: Opportunity to make an impact by guiding people through one of life's biggest financial decisions, buying or selling a home.
Recruiting Process

Ideal length: 2 weeks

If your application is selected:

1. Interview 1 - Online (2 hours)

a. 30 min – Introductory Call with Talent Acquisition Associate
b. 30 min - Online Test, if passes
c. 1 hr – Meeting with our Head of Success & Service and Client Success Manager

2. Reference checks

3. Interview 2 - In person (1 Full Day)

a. Day-in-the-life with training and job simulation (Stipend provided)
b. Meet with CPO

4. Welcome aboard

Compensation

On-target earnings of $3,400 to $3,650 / month (90% base, 10% variable) + Stock options

Tell employers what skills you have

Listings
Interpersonal Skills
Property
Relationship Management
Project Management
Attention to Detail
Written Skills
Oral Communication
Communication Skills
Customer Service
Scheduling

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