Assistant Manager, Customer Service

Sime Darby Property; Klang City; Presencial; MYR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Sime Darby Property is seeking a capable professional to assist in day-to-day Customer Service operations, community engagement, and administrative coordination within the Township/CSS team. The role involves handling customer enquiries, managing CSR events, and supporting handover and defect rectification processes.

The ideal candidate has a degree in a related field and 4–5 years of relevant experience, with strong communication skills and the ability to engage with residents and local

Formación

• Must have experience in managing customer service operations.
• Strong communication and interpersonal skills are required.
• Experience in community engagement and CSR is desirable.

Responsabilidades

• Assist the TCS Manager in managing day-to-day Customer Service operations.
• Ensure customer enquiries, requests, complaints, and feedback are handled promptly and professionally.
• Monitor service standards and ensure the team delivers positive customer experience; handle escalations as needed.
• Coordinate CSR events and engagement sessions with residents; identify and engage local entrepreneurs.
• Prepare IOMs and approval papers for events, donations and sponsorships; represent TCS or Township in meetings related to Customer Service.
• Direct and support initiatives related to customer service and township activities as delegated by the TCS Manager.
• Oversee handover processes and defect rectification works; manage CSOs and Technical Supervisors in handover units to purchasers.

Conocimientos

Customer service

Stakeholder management

Communication

Educación

Degree in related field

Descripción del empleo

Job Responsibilities

To assist TCS Manager on TCS’s Operation

1. Customer Service Management

• Assist the TCS Manager in managing the day-to-day operations of Customer Service.
• Ensure customer enquiries, requests, complaints, and feedback are handled promptly and
• Professionally.
• Monitor service standards and ensure the team consistently delivers positive customers
• experience
• Handle complex or escalated customer cases and provide appropriate solutions.
• Ensure accurate and timely follow-up on outstanding customer issues.

2. Community and Stakeholder Management

• Managing/organizing CSR events and engagement sessions with residents.
• To participate in all stakeholders matters and engagement.
• To identify and engage with local entrepreneurs among residents.
• To maintain and update list of RAs.

3. Administrative & Coordination Duties

• Preparation of related IOMs and approval papers for events, donations & sponsorship.
• Represent TCS or Township in all community engagement and professional meetings
• in relation to Customer Service.
• Direct and support initiatives related to customer service and township activities as
• delegated by the TCS Manager
• Managing key handover processes and defect rectification works.
• Managing CSOs and Technical Supervisors (TS) in handover units to purchasers.
• Monitor defect rectifications progress and to ensure all cases are resolved and closed
• within the defined Defect Liability Period (DLP)
• Address issues related to distressed units particularly those reported after DLP expired.

6. Correspondences and Communications

• Ensure all homeowner complaints and enquiries are acknowledged and addressed
• promptly.
• Prepare and review drafts of external correspondence and response letters for approval by
• Superior.
• Maintain consistent communication and positive rapport with both internal teams and
• external customers.

7. To perform other related tasks assigned by the TCS Manager

Education/ Professional Qualification

• Degree in related field

Professional Experience

• 4 - 5 years experiences in related field.