Customer Relations Manager (Pre-Sales Lead Qualification)

Employment Details:

Reporting To: Singapore-Based Team Lead

Team Assignment: Singapore Operations Team

Full-Time Employment (Onsite – Quezon City)

Work Location: Onsite in Quezon City

Employment Type: Full-Time

Work Setup: Supporting Singapore-based operations

Work Schedule Coverage (SGT):

• Shift-based within 9:00 AM – 9:00 PM, including weekends
• One shift per day (e.g., 9:00 AM–6:00 PM or 12:00 PM–9:00 PM)
• One rest day per week

Probation Period:

• 6 months total
• Performance review conducted during the 5th month

Benefits:

• HMO coverage
• 14 days Annual Leave (increases by 1 day per year of service)
• 14 days Sick Leave

Independent Contractor Setup (Remote)

Work Arrangement: Work-from-home

Team Assignment: Singapore Operations Team

Terms:

• Not eligible for HMO
• Not eligible for paid leave benefits
• Compensation and engagement terms will follow contractor agreement

Role Overview

As a Customer Relations Manager at Ohmyhome, you will play a critical pre-sales role focused on qualifying inbound property seller leads and converting them into confirmed appointments for our Super Agents. This is not a customer support position — it is a performance-driven, conversion-focused role where your ability to engage prospects, assess intent, and secure appointments directly impacts business growth.

You will serve as the first point of contact for potential sellers, building trust through professional conversations while gathering key property details and matching qualified leads with the right agent.

Team Structure

You will be part of a small, high-impact qualification team supporting up to two field agents.

Primary Responsibilities

Lead Qualification (Core Function)

• Contact inbound seller leads via phone, WhatsApp, and email
• Gather complete property information:
  • Address
  • Property type
  • MOP status
  • Price expectations
  • Selling timeline

• Assess seller motivation and readiness
• Identify qualified prospects and move them into booking stage

Appointment Conversion

• Match qualified leads with available agents
• Check schedules via Google Calendar
• Book listing presentation appointments using internal systems
• Create WhatsApp group chats connecting seller + assigned agent

Multi-Channel Engagement

• Handle inbound calls and qualification conversations
• Respond to WhatsApp inquiries via Respond.io
• Manage email inquiries and follow-ups

CRM & Pipeline Management (HubSpot)

• Update deals and stages accurately
• Log all interactions and notes
• Maintain daily task completion
• Track and manage lead pipeline progress

Lead Nurturing

• Follow up with undecided leads
• Re-engage no-show prospects
• Manage reminders and scheduled callbacks

Performance Targets (KPIs)

• WhatsApp response time: <10 minutes
• Lead qualification rate: 60–70%
• Appointment booking rate: 60%+ of qualified leads
• CRM data accuracy: 95%+

Scope Clarification

This role does not include:

• Property sales or negotiations
• Property valuation advice
• Legal or financial consultation
• General customer service support

Required Qualifications

• Minimum 2 years experience in telemarketing, inside sales, or lead qualification roles
• Prior work experience in Singapore (current or past)
• Strong English communication skills with clear speaking accent for calls
• Ability to multi-task across phone, chat, and CRM simultaneously
• Strong judgment skills for assessing lead quality (not script-dependent)
• Proficiency using CRM systems, digital tools, and dashboards

Preferred Advantages

• Background in real estate, insurance, telecommunications, or consultancy industries
• Familiarity with HubSpot or similar CRM platforms
• Fluency in Mandarin or other regional languages (optional but advantageous)

Systems & Tools Provided

You will receive access and training for:

• Phone system
• Respond.io (WhatsApp platform)
• HubSpot CRM
• Google Calendar
• Google Forms
• Email platform

Training includes:

• 6 comprehensive SOP manuals
• Call, WhatsApp, and email scripts
• Quick reference playbooks

Ideal Candidate Profile

You will thrive in this role if you are:

• Highly proactive and results-oriented
• Comfortable speaking with strangers daily
• Motivated by targets and performance metrics
• Organized and detail-driven
• Able to build rapport quickly and confidently