Customer Care Manager

JOLAND Group; Johor Bahru; On-site; MYR 120,000 - 180,000; Full time

Job summary

Joland Group is seeking an experienced and strategic Customer Care Manager to pioneer and lead our property customer relations function. You will build the department from the ground up, establish robust SOPs, and drive VP, defect management, and post-handover customer satisfaction for our development projects.

You will recruit, train and mentor site customer service staff, act as the primary escalation point for high-priority complaints, and track defect trends to provide data-driven feedback

Qualifications

• 5+ years in Property Customer Care/VP with at least 3 years in a managerial role within a property developer.
• Proven track record building customer care teams and setting up SOPs from scratch.
• Familiarity with the Housing Development Act (HDA) guidelines and property defect workflows.
• Professional fluency in English and Bahasa Malaysia (Mandarin is an added advantage).

Responsibilities

• Build the Customer Care team, draft and implement SOPs for VP, key handover, and defect management, and establish team KPIs/SLAs.
• Lead the end-to-end VP process, oversee defect resolution with main contractors, and conduct joint inspections for complex cases.
• Recruit, train, and mentor site customer service staff while serving as the primary escalation point for high-priority complaints.
• Track defect trends and customer satisfaction metrics to provide feedback to the Project team for continuous improvement.

Skills

Team leadership

SOP development

VP process

Defect management

Customer service

Job description

Joland Group are seeking an experienced and strategic Customer Care Manager to pioneer and lead our property customer relations function. In this role, you will be responsible for building the Customer Care Department from the ground up, establishing robust Standard Operating Procedures (SOPs), and leading the team through Vacant Possession (VP), defect management, and post-handover customer satisfaction for our property development projects.

Key responsibilities

• Build the Customer Care team, draft and implement SOPs for VP, key handover, and defect management, and establish team KPIs/SLAs
• Lead the end-to-end VP process, oversee defect resolution with main contractors, and conduct joint inspections for complex cases
• Recruit, train, and mentor site customer service staff while serving as the primary escalation point for high-priority complaints
• Track defect trends and customer satisfaction metrics to provide feedback to the Project team for continuous improvement

What we're looking for

• 5+ years in Property Customer Care / VP, with at least 3 years in a managerial role within a property developer
• Proven track record of building customer care teams and setting up SOPs from scratch
• Familiarity with the Housing Development Act (HDA) guidelines and property defect workflows
• Professional fluency in English and Bahasa Malaysia (Mandarin is an added advantage)