Assistant Manager Customer Service

Exsim Development Sdn Bhd; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading property development company in Kuala Lumpur is looking for a Customer Service Executive to manage customer complaints and inquiries, ensuring effective communication and resolution. Candidates should have at least a diploma or degree in a relevant field and a minimum of 5 years of experience in property development or customer service. Strong problem-solving skills and the ability to multitask are essential. This role includes the management of vacant possession processes and coordination with internal departments.

Qualifications

• Minimum 5 years relevant experience in Property Development/Customer Service/Hospitality.
• Proven experience as a customer service representative or similar role.
• Flexible and able to travel to site when needed.

Responsibilities

• Handle all customer complaints/enquiries and ensure resolution.
• Keep records of customer interactions and transactions.
• Manage complete vacant possession processes.

Skills

Excellent communication skills

Strong problem-solving skills

Interpersonal skills

Attention to detail

Ability to multitask

Education

Diploma/Degree in Property Management/Public Relations/Mass Communication

Tools

Computer applications and software

Job description

Job Responsibilities

• To attend and handle all customers/purchasers’ complaints/enquiries and ensure that the enquiries and complaints are resolved.
• Keep records of customer interactions, transactions, comments, and complaints.
• Handle customer inquiries, complaints, and feedback with empathy and professionalism, whilst establishing effective communication channels with customers.
• To assist on preparing guidelines for key collections, review notice of VP and any other forms and documentations for compliance.
• To coordinate/liaise with inter-departments i.e. Project, Marketing & Sales, Sales Admin (Credit Control) and Property Management related matters, defect rectification and take follow-up actions in a timely manner.
• Execute and manage the complete vacant possession (VP) processes from preparation (before VP) to key collection.
• Brief customers on the handover process, including the registration in the Handover Vacant Possession (VP) Apps, property handover, checklist, and the handover kit.
• Coordination of defect rectification works to ensure that all filed defects are rectified on time.
• Confidently represent the company in all interactions and promote a positive impression to purchasers and attend enquiries courtesy.
• Any other duty and when assigned from time to time.

Job Requirements

• Candidate must possess at least a Diploma/Degree in Property Management/Public Relations/Mass Communication or any other related qualifications.
• Minimum 5 years relevant experience, preferably in Property Development/Customer Service/Hospitality industry.
• Proven experience as a customer service representative or a similar role.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and ability to work under pressure.
• Proficient in using computer applications and software.
• Ability to multitask and prioritize tasks effectively.
• Strong interpersonal skills and ability to build rapport with customers.
• Attention to detail and accuracy in work.
• Flexible and mobile, able to travel to site when needed.