Customer Relations Officer (CRO) at an HDB Building Service Centre (BSC)

The primary role of a Customer Relations Officer (CRO) at an HDB Building Service Centre (BSC) is to serve as the main point of contact for residents regarding project-related issues, primarily defects and feedback, and to ensure these issues are addressed and resolved in a timely manner.

• Resident Liaison & Feedback Management: The CRO manages the site office or BSC, attending to residents' feedback, complaints, and general inquiries via phone, email, or in-person interactions. They are responsible for building and maintaining a good rapport with residents and stakeholders.
• Defect Management & Coordination: A core duty involves managing the defect reporting process during the Defects Liability Period (DLP). This includes:
• Arranging appointments for residents with the BSC team for unit inspections.
• Ensuring proper documentation and recording of defects, often using a defect management system.
• Coordinating with the site team, subcontractors, and HDB officers to schedule and track rectification works.
• Preparing "before and after" photos of completed works for progress claims.
• Public Relations & Communication: CROs plan and coordinate public relations programs for the project, which involves preparing and distributing notices, circulars, letters, and flyers to keep residents informed about work schedules, progress, and potential disruptions. They also attend dialogue sessions with Resident Committees and Town Councils.
• Administrative Support: They provide essential administrative support to the project management team, including filing, managing correspondence, preparing reports (weekly/monthly), and other ad-hoc clerical duties.
• Essentially, the CRO acts as the bridge between the residents, the construction project team, and HDB, ensuring smooth communication and effective problem resolution throughout the project's