Client Experience & Settlements Support Assistant (AU Client - Remote)

You will be required to assist in all aspects of client experience and finance & settlement coordination, which may at times extend beyond the duties listed below.

Managing the day-to-day client journey and administrative processes, including conducting client satisfaction (CSAT) surveys, following up on client feedback, coordinating with internal teams and brokers, tracking key milestones, and ensuring a seamless experience from sales through to settlement and post-handover.

This will require you to engage directly with clients, brokers, and internal stakeholders, manage requests for information, monitor progress across multiple touchpoints, and ensure clients are consistently informed. You will also be responsible for maintaining accurate CRM records, capturing feedback insights, and supporting finance and settlement-related administration.

Other responsibilities include but are not limited to:

• Conduct outbound calls to complete CSAT surveys at key stages (Sales Won, Settlement, Construction Completion, Post-Handover).
• Follow structured survey scripts and scoring frameworks to ensure consistency.
• Manage follow-ups to maximise survey completion and response rates.
• Accurately capture and categorise client feedback, scores, and comments in CRM systems.
• Identify dissatisfied or at-risk clients and escalate in line with internal processes.
• Conduct follow-up calls on negative feedback to ensure resolution and client support.
• Track CSAT performance metrics and assist in identifying trends and recurring feedback themes.
• Request and manage deposit payment information from clients and stakeholders.
• Draft and send client communications related to deposits, payments, and key milestones.
• Track receipts and update CRM systems with accurate financial and status information.
• Attend broker or internal meetings and capture clear, structured notes and action items.
• Update CRM with actions, key dates, and timestamped progress updates.
• Follow up on outstanding actions with internal teams and stakeholders to ensure completion.
• Support document collection and coordination for finance brokers and settlement processes.
• Assist with general settlement administration and coordination tasks.
• Provide timely and professional updates to clients via email and calls. Review and cross-check documentation to ensure accuracy and completeness.
• Maintain accurate, up-to-date CRM records across all activities.
• Use standard office tools (e.g., Google Workspace, Microsoft Office) to manage documentation and communication.

• Experience in customer service, call centre, or administrative support roles.
• Strong verbal and written communication skills (clear, professional, and confident).
• High attention to detail with strong data accuracy.
• Experience using CRM systems (e.g., Salesforce or similar).
• Ability to follow structured processes and scripts.
• Strong organisational and time management skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Proactive mindset with strong problem-solving ability.
• Comfortable handling both client-facing and administrative responsibilities.

Desirable:

• Experience in property, finance, or construction environments.
• Familiarity with CSAT or NPS programs.
• Experience working in offshore or remote support roles.

Join our team and enjoy these benefits & perks:

• Medical, dental, and life insurance from day one
• Paid vacation and sick leave (with quarterly conversion)
• Competitive salary and annual appraisals
• Financial assistance program
• Mandatory government benefits and 13th-month pay
• Company events - promoting work-life balance and career growth

Only shortlisted candidates will be contacted