Customer Relationship Manager

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

Job summary

A prominent property development company in Kuala Lumpur is seeking a Customer Relations Manager to enhance customer service quality and oversee project handovers. The ideal candidate has over 4 years of customer service experience with property developers and strong leadership skills. This role offers a competitive remuneration package and opportunities for career advancement in an active working environment.

Benefits

EPF & Socso

Medical coverage

Promotion opportunities

Active & Pleasant working environment

Staff activities

Qualifications

• Minimum of 4 years of customer service experience with a property developer.
• Willingness to travel.

Responsibilities

• Manage customer relations and enhance service quality.
• Plan and execute project handovers.
• Oversee defect management process.
• Supervise and train the customer service team.
• Implement customer engagement initiatives.
• Prepare regular reports for management review.
• Identify improvements in customer service operations.

Skills

Customer service management

Project coordination

Strong communication skills

Leadership

Education

Diploma or Bachelor's Degree in Real Estate, Property Management, Marketing, Business

Job description

Responsibilities

• Manage Customer Relations: Implement and improve policies and SOPs to enhance customer experience and service quality.
• Project Handover (VP): Plan, coordinate, and execute the delivery of vacant possession to purchasers, ensuring all legal and financial documentation is complete and compliant.
• Defect Management: Oversee the end-to-end defect handling process, from customer reporting, validation, assignment to contractors, monitoring, and timely completion.
• Lead Customer Service Team: Supervise, train, and motivate the customer service team to ensure high performance, efficiency, and professionalism.
• Customer Engagement: Implement initiatives to improve customer satisfaction and retention, including handling escalated cases and resolving disputes effectively.
• Reporting & Analysis: Prepare and present regular reports on handovers, defect rectification status, customer feedback, and team performance for management review.
• Continuous Improvement: Identify service gaps, propose solutions, and implement process improvements to strengthen customer service operations.
• Other job functions: Such as Media Relations (press releases, interviews), other tasks assigned by the manager.

Qualifications

• Diploma or Bachelor's Degree in Real Estate, Property Management, Marketing, Business, or a related field.
• Minimum of 4 years of customer service experience with a property developer.
• Willingness to travel.
• Strong communication and leadership skills.

A remuneration package and position title will be offered based on the skill and experience in similar fields.

Benefits

• EPF & Socso
• Medical coverage
• Promotion opportunities
• Active & Pleasant working environment
• Staff activities