Assistant Manager, Customer Service

Exsim Development Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in property development is looking for a Customer Service Representative to attend to customer complaints and inquiries, manage the vacant possession process, and ensure customer satisfaction. The ideal candidate should have at least a Diploma/Degree in a related field and a minimum of 5 years experience in a similar role. Emphasis is placed on effective communication, problem-solving skills, and ability to work under pressure in a dynamic environment.

Qualifications

• Minimum 5 years of experience in Property Development or Customer Service.
• Proven experience as a customer service representative or similar role.
• Ability to multitask and prioritize effectively.

Responsibilities

• Handle all customer complaints and inquiries, ensuring resolution.
• Manage the entire vacant possession process from preparation to key collection.
• Coordinate defect rectification works to ensure timely completion.

Skills

Communication skills

Problem-solving skills

Interpersonal skills

Education

Diploma/Degree in Property Management or related fields

Tools

Computer applications

Job description

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• Attend to and handle all customer/purchaser complaints and enquiries, ensuring resolution.
• Keep records of customer interactions, transactions, comments, and complaints.
• Handle customer inquiries, complaints, and feedback with empathy and professionalism, establishing effective communication channels.
• Assist in preparing guidelines for key collections, review notices of VP, and ensure compliance with documentation.
• Coordinate with inter-departments such as Project, Marketing & Sales, Sales Admin (Credit Control), and Property Management for related matters, defect rectification, and follow-up actions.
• Manage the entire vacant possession (VP) process from preparation to key collection.
• Brief customers on the handover process, including registration in the Handover VP Apps, property handover, checklists, and handover kits.
• Coordinate defect rectification works to ensure timely completion of filed defects.
• Represent the company confidently in all interactions, promoting a positive impression and attending to enquiries courteously.
• Perform any other duties as assigned from time to time.

Job Requirements

• Possess at least a Diploma/Degree in Property Management/Public Relations/Mass Communication or related fields.
• Minimum 5 years relevant experience, preferably in Property Development, Customer Service, or Hospitality industry.
• Proven experience as a customer service representative or similar role.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and ability to work under pressure.
• Proficient in computer applications and software.
• Ability to multitask and prioritize effectively.
• Strong interpersonal skills and rapport-building abilities.
• Attention to detail and accuracy.
• Flexible and mobile, able to travel to sites when needed.

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Our primary focus is to provide prestigious high-rise residences with high-quality products, innovative designs, and quality materials. We have a dedicated team passionate about delivering excellent service for a quality lifestyle experience.

VISION

Building Lifestyles

MISSION

THINK CUSTOMER FIRST - We always go the extra mile to delight our customers with a 'can-do' attitude.

TAKE RESPONSIBILITY - We undertake every task with pride, paying close attention to details.

LET'S INNOVATE - We promote creativity and make our workplace enjoyable, where everyone can shine.

ALWAYS COLLABORATE - We respect and treat everyone well, working as one team to excel.

SHOW LEADERSHIP - We lead by example to inspire and build a winning team.

TO LEARN & GROW - We continuously upscale our skills for personal and professional development.

We believe that every achievement results from the combined efforts of a determined and unified team.