Customer Care Representative

Kommons Realty; Kuala Lumpur; On-site; MYR 33,000 - 42,000; Full time

Benefits offered by this job

Quarterly Incentive

Tenancy Renewal Assist Bonus

Job summary

Kommons Realty in Kuala Lumpur seeks a Client Care Executive (CCE) to manage end-to-end after-sales operations for rental tenancies and subsale milestones. You will be the primary contact for tenants, buyers, owners, and contractors after deal closing, ensuring smooth move-ins, renewals, and timely follow-ups.

This role emphasizes service quality over commissions, with responsibilities including move-in/out coordination, maintenance triage, tenancy renewals, dispute logging, and post-handover

Qualifications

• Fresh graduates with relevant degrees or candidates with 1–2+ years in property management or after-sales coordination.
• Solid working knowledge of Malaysian tenancy agreements, LHDN stamping, JMB/MC clearance, and subsale lifecycles.
• Fluent in English and Bahasa Malaysia; Mandarin/Cantonese helpful for liaising with clients and contractors.

Responsibilities

• Coordinate move-in check-ins and unit walkthroughs with tenants and owners.
• Record utility readings and deposits; ensure tenancy stamping within statutory timeframes.
• Triaging maintenance requests and differentiating tenant vs owner responsibilities.
• Liaise with owners for routine maintenance under RM300; escalate major issues to Listing Manager.
• Engage, schedule, and supervise verified service contractors for repairs and log progress.
• Track lease expiries and proactively issue renewal letters 60–90 days prior to expiry.
• Conduct move-out inspections, document discrepancies, and advise on deposit deductions.
• Track post-SPA milestones (loan offers, valuation, MOT, bank clearance) and update buyers/sellers/solicitors.
• Coordinate vacant possession inspections and verify clearance with JMB/MC; collect handover forms.
• Provide 30-day post-handover support and maintain organized case logs and archives.

Skills

Conflict resolution

Vendor management

Proactive communication

Recordkeeping

Empathy

Education

Real Estate

Hospitality

Business

Job description

Overall Summary

The Client Care Executive (CCE) manages end-to-end after-sales operations and client support across rental tenancies and subsale completions for DPC EBU. Established to unburden frontline sales agents and Listing Consultants from operational post-deal administration, the CCE serves as the single primary point of contact for tenants, property buyers, owners, maintenance contractors, and Joint Management Bodies (JMB/MC) upon deal closing. The role is responsible for executing structured move-in/move-out property walkthroughs, triaging maintenance requests, enforcing owner contact repair protocols, overseeing tenancy renewals, and tracking post-SPA milestones to vacant possession. Unlike commission-based sales roles, compensation is anchored in service quality, SLA compliance, and operational throughput.

Job Descriptions

1. Rental Check-In Coordination & Unit Walkthroughs: Schedule and conduct move-in walkthroughs with incoming tenants and owners/representatives; complete signed Check-In Inventory & Condition Reports with dated photographic evidence.
2. Utility Auditing & Tenancy Documentation Administration: Record utility meter readings (TNB, water, gas) at move-in; verify security/utility deposits, confirm Tenancy Agreements are stamped via LHDN within statutory timeframes, and log key/access card transfers.
3. In-Tenancy Maintenance Triage & Support: Act as the central point of contact for tenant issue and defect reports; triage claims against the Tenancy Agreement to differentiate tenant responsibility (wear-and-tear/misuse) from owner responsibility.
4. Owner Contact Protocol & Repair Governance: Liaise directly with owners for minor/routine maintenance (costs under RM300, excluding structural, safety, major plumbing, wiring, or AC compressor failure); expedite major or structural issues promptly to the Listing Manager.
5. Vendor Coordination & Work Order Supervision: Engage, schedule, and oversee verified service contractors for authorized repairs; track maintenance jobs through to completion and maintain an accurate unit-by-unit repair and invoice log.
6. Proactive Tenancy Renewal Management: Track lease expiration dates using the Rental Tracker; proactively engage owners and tenants 60–90 days prior to expiry to establish renewal intentions and execute standard renewal letters/addendums.
7. Rental Check-Out Inspection & Deposit Reconciliation: Conduct move-out inspections comparing against the baseline Check-In Report; document discrepancies with comparison photos, formulate justified deposit deduction recommendations, and oversee key return.
8. Subsale SPA-to-Completion Milestone Tracking: Track post-SPA progress including loan letters of offer, valuation, MOT lodgement, and bank redemption; issue scheduled progress updates to buyers, sellers, solicitors, and bankers to maintain momentum.
9. Vacant Possession & Property Handover Coordination: Coordinate vacant possession inspections between transacting parties; verify completion of seller‑agreed repairs, confirm utility and maintenance fee clearances with the JMB/MC, and collect signed Handover Forms.
10. Post-Completion Buyer Support & Operational Recordkeeping: Provide 30‑day post-handover advisory support for strata management registration, utility account transfers, and administrative queries; maintain organized case logs and digital archives for all files.

Role Requirements & Qualifications

• Experience: Fresh graduates with relevant degrees (Real Estate, Hospitality, Business) or candidates with 1–2+ years of property management, tenancy administration, or after‑sales coordination experience.
• Technical Knowledge: Solid working knowledge of Malaysian tenancy agreements, LHDN stamping requirements, JMB/MC clearance procedures, and subsale transaction lifecycles.
• Key Skills: Strong conflict resolution, vendor management, proactive communication, high empathy, and meticulous recordkeeping.
• Languages: Professional fluency in spoken and written English and BM; proficiency in Mandarin/Cantonese is advantageous for client and contractor liaison.

Remuneration Package

• Monthly salary: RM3.000 - RM3,800 monthly (subject to standard statutory employee deductions) + Quarterly Incentive + Tenancy Renewal Assist Bonus