Customer Experience & Handover Specialist

Mitraland Group; Petaling Jaya; On-site; MYR 56,000 - 78,000; Full time

Job summary

Mitraland Group is seeking a Customer Service Executive to manage purchaser relationships from pre-handover through post-handover, ensuring timely handling of enquiries, complaints, and defect rectification. You will coordinate with project teams and internal departments to deliver high customer satisfaction, log defects during the DLP, and support handover processes at project sites.

Strong communication and meticulous documentation are essential, with weekend work possible and own transport

Qualifications

• Diploma or Bachelor's degree in real estate management, business administration, or related field.
• Proven 1–3 years in customer service within property development, construction, or real estate sectors (fresh graduates considered for junior roles).
• Strong written and verbal communication, and ability to handle delicate customer interactions.

Responsibilities

• Serve as primary point of contact for purchasers across projects for enquiries, feedback, and complaints.
• Coordinate and follow up on customer complaints professionally, resolving conflicts with timely responses.
• Manage end-to-end Defect Liability Period (DLP) processes: logging, tracking, follow-up, and closure of defects.
• Coordinate with project, site, and maintenance teams on defect rectification works and updates.
• Initiate and participate in joint inspections with purchasers, project team, contractors, and consultants.
• Assist in handover processes, including pre-delivery inspection and HOVP briefing for owners on house rules and Deed of Mutual Covenants (DMC).
• Maintain records of all customer interactions, complaints, and resolutions.
• Liaise with inter-department teams for issue resolution and related matters.
• Prepare monthly reports on customer service performance, defect status, and handover status.

Skills

Customer service

Communication

Problem solving

Writing

EQ / patience

Attention to detail

Independent working

Multi-tasking

Weekend availability

Education

Diploma/Bachelor's in Real Estate Management or Admin

Job description

Mitraland Group is seeking a Customer Service Executive to manage purchaser relationships from pre-handover through post-handover, ensuring timely handling of enquiries, complaints, and defect rectification. You will coordinate with project teams and internal departments to deliver high customer satisfaction, log defects during the DLP, and support handover processes at project sites.

Strong communication and meticulous documentation are essential, with weekend work possible and own transport