Job Openings
Customer Relations Manager (After Sales)
About the job Customer Relations Manager (After Sales)
About the Role:
This role oversees the company's end-to-end after-sales operations, ensuring efficient billing, collections, documentation, loan processing, and customer support for property buyers. It is responsible for driving timely collections, maintaining accurate documentation, facilitating smooth loan take-outs and unit turnovers, and leading a team that delivers excellent customer service throughout the post-sale journey.
Key Responsibilities:
Billing & Collections
- Oversee daily billing and collection operations, including Statement of Account (SOA) issuance, payment monitoring, and official receipt processing.
- Monitor overdue accounts and implement effective collection strategies to improve payment performance.
- Negotiate payment arrangements with clients and ensure timely follow-ups.
- Prepare collection, aging, and performance reports with actionable insights for management.
- Ensure timely issuance of reminders, demand letters, and cancellation notices in accordance with company policies.
Documentation & Loan Processing
- Ensure the completeness and accuracy of buyer documentation, including Contract to Sell (CTS), Deed of Absolute Sale (DOAS), loan take-outs, and titling requirements.
- Coordinate with banks, Sales, Treasury, and internal stakeholders to facilitate timely loan approvals and releases.
- Monitor documentation timelines and proactively resolve issues that may delay loan take-outs and cash collections.
- Maintain compliance with regulatory and company documentation requirements.
Unit Turnover Coordination
- Ensure buyers have completed all documentary, payment, and financing requirements before unit turnover.
- Coordinate turnover schedules with project teams and Treasury to ensure readiness.
- Manage client communications throughout the turnover process and resolve concerns promptly to support customer satisfaction and minimize cancellations.
Customer Care & Team Leadership
- Lead, coach, and develop the Accounts Management and Customer Care team to achieve collection targets, service levels, and operational KPIs.
- Handle escalated customer concerns related to billing, payments, documentation, and after-sales support.
- Collaborate with Sales, Marketing, Treasury, Legal, and Project teams to improve customer experience and operational efficiency.
- Identify opportunities to enhance billing, collections, documentation, and after-sales processes.
Qualifications:
- Bachelor's degree in Accounting, Finance, Business Administration, or a related field.
- At least 5 years of experience in billing, collections, documentation, and after-sales operations within the real estate or property development industry.
- Minimum of 2 years of supervisory or managerial experience, leading a team of at least three direct reports.
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Proven experience handling:
- Billing and collections
- Loan take-outs
- Contract to Sell (CTS)
- Deed of Absolute Sale (DOAS)
- Bank financing coordination
- Strong understanding of collection strategies, account aging, and property documentation processes.
- Familiarity with Pag-IBIG financing, in-house financing, and bank accreditation processes is an advantage.
- Proficient in Microsoft Excel and accounting or ERP systems.
- Strong leadership, analytical, communication, stakeholder management, and problem-solving skills.
- Able to manage multiple priorities in a fast-paced, deadline-driven environment.