Customer Service Representative

Gryphon aims to provide services meeting the everyday needs of our homeowners. With our proactive approach mindset, we strive to engage with our homeowners from the start and build trustful relationship throughout their Gryphon homeowner experience.

Exclusively tailored by Gryphon for all our homeowners is our Royal Curator Program filled with special promotions and incentives offered by well-defined service providers that would suit their needs. Our Homeowner Care Team is currently looking for a Customer Service Representative to support and expand the program to elevate the homeownership experience to fullest from the pre-sale stage to beyond completion.

Reporting to the Director of Homeowner Care, the Customer Service Representative will be the ambassador of our Royal Curator Program involved with outreaching to external vendors and build relationships with client prospects and homeowners. This role is expected to face challenges with a proactive approach when dealing with external and internal client concerns in relevance of the Royal Curator Program. He or She will be able to collaborate with different departments to achieve common goals, and carries a supportive attitude when asked to engage with other Customer Service relevant tasks from time to time. With growth development, successful candidate will have the opportunity to advance their career at Gryphon.

Primary Job Responsibilities include but not limited to:

• Continuously outreach and establish collaborative relationships with best fit vendors respective to the direction of the Royal Curator Program
• Work with the Director of Homeowner Care and respective teams to explore options and analyze homeowner lifestyle needs to further develop and expand the Royal Curator Program for continuous improvement on service function aspects.
• Maintain smooth operations of the program; identify and implement necessary program changes.
• Act as the main point of contact with vendors to manage information updates on any promotion and incentive changes and maintain vendor information tracking database.
• Coordinate with the Marketing Team to ensure Royal Curator website information is continuously updated.
• Collaborate with the Sales Team/Conveyancer to ensure homeowners receive their Royal Curator package on a timely manner including all shipping to all oversea homeowners.
• Keep track of the homeowners’ recipient list for all of Gryphon’s ongoing projects to maintain the good logistics flow and avoid disruption of homeowners’ entitlement to use the Royal Curator Program Service
• Draft and execute vendor agreements under the direction of the Director of Homeowner Care
• Prepare weekly reports on vendor outreach progress updates.
• Provide timely information to Director of Homeowner Care to address any concerns with customers and vendor relations as well as any foreseen issues with the Royal Curator Program.
• Plan, coordinate and provide customized tours to visitors, customers and prospective clients upon request.
• Maintain and coordinate incoming homeowner service requests to fulfill their needs through Royal Curator Program services.
• Input all purchase orders and process invoices; Assist Director of Homeowner Care on keeping track of Royal Curator budget expenses.
• General administrative duties and provide support on Special Projects and Homeowner Care Events as needed.
• Prepare and update Royal Curator Program presentation and information materials as the program evolves and always keep the homeowners and vendors up to date with new information.
• Provide support with operations and maintenance of the Experience Gallery and Sales Centres as needed by the Director, Homeowner Care.
• Perform all other duties as assigned.

Qualifications and Requirements

• Proven experience in customer service and vendor relations, preferably in real estate industry but not mandatory
• Ability to outreach and build relationship with external stakeholders, vendors and customers.
• Willing to travel with a good standing driver license.
• Possess strong interpersonal and communication skills with fluency in English and Chinese (Mandarin and/or Cantonese)
• Proven good presentation skills and ability to act as a representative for the program.
• Flexibility with working schedule as occasional work on weekends may be required for client tours.
• Self motivated with willingness to learn.
• Ability to identify issues and collaborate with respective teams for best suitable resolution.
• Be respectful to others and demonstrated ability to be a team-player.
• Good time management skills and adaptable to changes.
• Proficient Computer Skills and sound working knowledge of Microsoft Office and Outlook
• Ability to stay objective and maintain Gryphon’s reputation during complicated vendors and/or client relational situations.
• Strong organizational skills and ability to work under pressure to meet deadlines.
• Previous experience managing a customer service program would be an asset.

Job Type: Full-time

Salary: $3,000.00-$4,000.00 per month

Benefits:

• Dental care
• Extended health care
• RRSP match

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Vancouver, BC V6H 3H1: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor’s Degree (preferred)

Experience:

• Customer service: 1 year (preferred)

Work Location: In person