Lis Loh

Customer Relations Officer with experience in BTO projects, handling resident feedback, defect coordination, and stakeholder communication. Strong in managing customer issues, coordinating with contractors, and ensuring timely resolution. Experienced in both property and service environments with a focus on customer satisfaction and operational support.

Fluent in English, Malay, Mandarin, and multiple dialects, enabling effective communication with diverse audiences. Equipped with a foundation in HR and hospitality, complemented by extensive service excellence and leadership certifications, with a consistent record of recognition for outstanding service delivery.

Customer Relations Officer (Building Service Centre) Precinct C10 & C12 - Lim Wen Heng Construction Pte Ltd - Singapore

• Managed homeowner feedback and resolved service issues professionally
• Coordinated defect rectification with contractors and internal teams
• Scheduled inspection and ensured timely follow-up actions
• Oversee end-to-end defect management for 1,618 residential units across 13 blocks, ensuring systematic tracking and timely closure of cases
• Liaise with stakeholders, consultants, contractors, and subcontractors to coordinate rectification works and maintain smooth project operations
• Manage a high volume of residents' complaints and enquiries via phone and email, maintaining strong customer satisfaction and professional service standards
• Monitored and updated defect status using the internal system (Hubble)
• Prepared daily, weekly and monthly reports, including IDMS documentation, supporting management tracking and KPI monitoring
• Strengthened client and resident relationships through proactive communication via phone, email, and in-person interactions
• Issued construction and activity notices, including directional posters, to residents, minimizing disruption and enhancing awareness of building updates
• Monitor defect rectification progress closely and provide consistent status updates to residents to ensure transparency and trust
• Coordinate and optimise inspection appointments through the (E-Appointment) system to enhance operational efficiency
• Work closely with Site Supervisors to prioritise urgent or complex cases, improving defect turnaround time
• Execute any ad-hoc duties as required

Public Relations Officer (Façade Recladding Project) - Jangho Curtain Wall Pte Ltd - Singapore

(2025-07 - 2025-10)

• Serve as the key liaison between project stakeholders, (JTC) consultants, clients, contractors, and the public
• Handle inquiries, feedback, and complaints from nearby occupants and ensure timely resolution
• Draft and distribute circulars, notices, and advisories (e.g., hoarding works, taxi stand relocation, walkway guides)
• Support site management with communication on project progress and updates
• Build and maintain positive relationships with contractors, consultants, clients, and external agencies
• Maintain accurate records of engagement activities, meetings, and stakeholder feedback
• Ensure company reputation and smooth operations by addressing PR-related matters promptly
• Contribute to building and safeguarding the company's reputation through effective PR strategies and interpersonal skills
• Schedule, coordinate, and support stakeholder engagement sessions, meetings, and site visits

Assistant Customer Relations Officer (Building Service Centre) Precinct C43A - Wee Hur Construction Pte Ltd - Singapore

(2023-11 - 2025-03)

• To liaise with clients, consultants, and contractors regarding the monitoring and closure of resident complaints, feedback, and defects
• Interact with residents to maintain good relationships and receive feedback from them
• Monitor, update, and provide feedback to residents on the status of defect rectification
• Assist with phone calls and emails to answer residents' inquiries
• Make an appointment for the resident to attend an inspection with the BSC (Building Service Centre)
• Daily/Weekly and Monthly Reports: Processing of daily/weekly & monthly reports, preparing IDMS reports to ensure day-to-day operations are running efficiently and effectively
• DMS system (E-Appointment): Manage appointments online
• Notice - Written notice to inform residents of any construction activities
• Generate a work schedule with Site Supervisors for subcontractors to rectify defects as soon as possible
• Brief residents to familiarise themselves with the areas or facilities around the buildings
• Maintain & upkeep of the Information Centre & BSC
• To assist engineers in defect checking before starting the BIT and Lockup
• Execute any ad-hoc duties as required

Public Relations Officer (Various Construction Projects) - Wee Hur Construction Pte Ltd - Singapore

(2022-07 - 2023-08)

Engaged in short-term and project-based assignments across various construction and public engagement projects.

• Managed Smart Water Meter hotline and customer enquiries
• Created work orders and coordinated installations
• Handled high-consumption case follow-ups and site visits
• Conducted public engagement and supported roadshows
• Attended to resident enquiries (calls, walk-ins, site visits)
• Coordinated appointments, surveys, and compliance checks
• Managed documentation, records, and system updates
• Supported handover processes and defect coordination

Assistant Public Relations Officer Precinct G29K - Hi Tek Construction Pte Ltd - Singapore

(2021-07 - 2022-07)

• Attending incoming calls from residents' inquiries, following up, and solving inquiries
• Attend walk-in residents
• Coordinate with the supervisor for the resident's unit issues/feedback
• Call for residents to sign the UDF
• Arrange an appointment for heater compliance
• Key in calls record in HMS, filing documents
• Attend to residents' handover of the main door key
• Attend the resident's unit for condition survey (HIP)
• Arrange water test appointment for opt-out unit
• Call for appointment and 3-day call

Customer Service Officer (After Sales Department) / Brand Ambassador (Mercedes-Benz, Kia, Mitsubishi) - Cycle & Carriage Automotive Pte Ltd - Singapore

(2017-11 - 2021-03)

• Act as the brand ambassador for Cycle & Carriage and its portfolio of marques (e.g., Mercedes-Benz, Kia, Mitsubishi)
• Gather customer feedback, preferences, and insights to help improve customer experience and influence future campaigns
• Attend incoming external and internal calls and handle general inquiries
• Responsible for checking recall campaigns, booking services, and repairs
• Assist the Service Advisors/Technicians to handle and resolve complaints/feedback, and ensure customer satisfaction
• Assist with administration duties
• Handle the collection of serviced cars effectively and efficiently
• Collect customer feedback for continuous improvement in service level

WSQ Diploma In Human Resources - Human Resources (2024)

Diploma - Hotel Catering Management - Stamford College, Penang, Malaysia (1992 - 1994)

Sijil Am Pelajaran (GEC) (1987 - 1991)