Customer Experience & Operations Officer

Responsibilities:

Customer Experience & Client Coordination:

• Serve as the first point of contact for all client inquiries via phone, email, and walk-ins.
• Manage client onboarding, including documentation, meeting scheduling, and communication flow.
• Maintain consistent, premium brand communication aligned with Oak & Teak standards.
• Track client feedback, manage expectations, and escalate concerns appropriately.
• Coordinate client meetings, presentations, and design reviews.
• Maintain accurate and up-to-date client records and correspondence.

Operations & Administrative Support:

• Support the Head of Operations in coordinating day-to-day projects and admin activities.
• Prepare and manage administrative documentation including proposals, portfolios, company profiles, etc.
• Track project documentation, approvals, variations, and timelines.
• Assist with vendor coordination and follow-ups.
• Support site and design teams with documentation and administrative needs.

Project & Process Coordination:

• Support internal coordination between design, project, and finance teams.
• Assist in monitoring project schedules and deliverables.
• Maintain organized digital and physical filing systems for all projects.
• Support the implementation and adherence to Oak & Teak’s SOPs and operational processes.

Office & Administrative Management:

• Support smooth daily office operations and workflow.
• Monitor office supplies and support procurement where required.
• Assist with basic HR/admin tasks such as attendance tracking, staff coordination, taking minutes of meetings, and setting up meetings.
• Support management with ad hoc operational and administrative tasks.

• Minimum of 2–4 years experience in customer experience, administration, or operations.
• Experience in an interior design, construction, real estate, or professional services firm is an advantage.
• Strong written and verbal communication skills.
• Excellent organizational and multitasking abilities.
• High attention to detail and strong follow-through.
• Proficiency in Microsoft Office / Google Workspace; experience with project management tools is an advantage.

• Client-centric mindset
• Strong coordination and follow-up skills
• Process-driven and structured
• Professional presentation and discretion
• Quality and consistency of client experience
• Accuracy and timeliness of documentation
• Smooth coordination across teams and vendors
• Adherence to internal processes and timelines