Job Description
PropertyGuru is Southeast Asia’s leading PropTech company, and the preferred destination for over 32 million property seekers monthly to connect with over 50,000 agents monthly to find their dream home. PropertyGuru empowers property seekers with more than 2.1 million real estate listings, in-depth insights, and solutions that enable them to make confident property decisions across Singapore, Malaysia, Thailand and Vietnam.
PropertyGuru.com.sg was launched in Singapore in 2007 and since then, PropertyGuru Group has made the property journey a transparent one for property seekers in Southeast Asia. In the last 18 years, PropertyGuru has grown into a high-growth PropTech company with a robust portfolio including leading property marketplaces and award-winning mobile apps across its markets in Singapore, Malaysia, Vietnam, Thailand as well as the region’s biggest and most respected industry recognition platform – PropertyGuru Asia Property Awards, events and publications across Asia.
For more information, please visit: PropertyGuruGroup.com; PropertyGuru Group on LinkedIn.
Recognised as a Top Employers Certified* organisation, we’re proud to be among the best workplaces in the region—celebrating an inclusive culture of excellence, growth, and well-being.
As a Guru you will be accountable for:
- Sales Excellence
- Coordinate and help deliver sales enablement activities — training sessions, workshops, and certification tracking — in line with the sales competency framework.
- Maintain and update sales enablement materials such as playbooks, call guides, and cheat sheets, using AI tools where useful to speed up drafting and iteration, ensuring they stay accurate and easy to use.
- Support call scoring and manager observation processes, including compiling scorecards and flagging trends for review.
- Track sales performance metrics (e.g., win rates, pipeline conversion, activity levels) and prepare regular reporting for the Sales Excellence team.
- Customer Service
- Support execution of quality assurance activities, including case reviews, audits, and scorecard administration against the QA framework.
- Monitor and compile key customer service metrics (CSAT, response time, resolution time, escalation rates) and highlight areas needing attention.
- Assist in coordinating escalation and complaint resolution processes, ensuring cases are tracked and closed within service benchmarks.
- Help maintain service standards documentation and support the rollout of new service protocols to frontline teams.
- Administer CSAT surveys and consolidate feedback for reporting to the Manager.
- Performance & Continuous Improvement
- Build and maintain reports, dashboards, and trackers that give visibility into sales and customer service performance, leveraging AI tools to build and streamline these where possible.
- Support data analysis to identify trends, gaps, and opportunities across both functions.
- Document processes and workflows to support consistency and knowledge-sharing across teams.
- Assist with ad hoc projects and initiatives as the Customer Service & Sales Excellence function scales.
- Assist in administering sales enablement tools (e.g., CRM, dashboards) and troubleshoot day-to-day usage issues with sales teams.
- Coordinate logistics for bootcamps, refresher assessments, and other capability-building initiatives.
We're looking for someone who:
- Experience in sales operations, sales enablement, customer service, training coordination, or a related field.
- Strong Excel/Google Sheets skills; comfortable working with data and building reports or trackers.
- Good organizational skills with the ability to manage multiple ongoing tasks and deadlines.
- Clear written and verbal communication skills.
- Detail-oriented with a habit of following through on execution.
- A collaborative, service-oriented mindset with an interest in sales and customer experience.
- Experience with CRM systems or QA/scorecard tools is a plus.
- Experience using AI tools to build training materials, dashboards, or lightweight systems/workflows is an added advantage.
Our commitment to you:
- Hybrid flexible working that focuses on outcomes over hours.
- Holistic rewards package covering your financial, physical & mental health.
- Multi-directional career development across all levels.
- Inclusive benefits like equal paternity leave, supporting all employees in work-life balance.
At PropertyGuru, you’ll be part of a Top Employers Certified* company that puts people at the heart of everything we do.
