Customer Service Executive

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

The Customer Service Executive is responsible for managing purchaser relationships from pre-handover to post-vacant possession, ensuring timely handling of enquiries, complaints, and defect rectification matters. The role requires close coordination with internal departments and project team to deliver a high standard of customer satisfaction.

Job Responsibilities

• A primary point of contact for purchasers across the projects for all enquiries, feedback and complaints.
• Attend, coordinate and follow up closely customer complaints professionally including handle crucial conflicts by provide accurate timely responses.
• Manage end-to-end Defect Liability Period (DLP) processes, including logging, tracking, follow-up, and closure of defects within the stipulated timeline across all the projects.
• Coordinate with project, site, and maintenance teams on defect rectification works and updates.
• Initiate, arrange and participate in joint inspections with purchasers,project team, contractors, and consultants where required.
• Kickstart preparation and coordinate the Handing Over Vacant Possession (HOVP) including participate in the pre delivery inspection exercise.
• Conduct HOVP briefing for owners / new purchasers on house rules, facility usage and Deed of Mutual Covenants (DMC) including keys handover.
• Maintain proper records of all customer interactions, complaints, and resolutions.
• Liaise with inter departments team for issue resolution and related matters
• Prepare reports on customer service performance, defect status and handing over status by monthly for management review.
• Draft professional correspondence, including formal letters, emails and circulars to purchasers.
• Participate in social events and activities related to purchaser engagement to foster positive relationships and enhance customer experience.
• Carry out ad hoc tasks as assigned by management from time to time.

Requirements

• Diploma or Bachelor's degree in real estate management, Business Administration, or a related field.
• Preferred minimum 1-3 years of experience in customer service including handling vacant possession and defects management, specifically within property developer, construction fields, real estate and property management. Fresh graduates with strong communication skills are often considered for junior roles.
• High emotional intelligence (EQ) and patience for handling difficult customers.
• Possess strong problem-solving, communication, and writing skills
• Meticulous attention to detail (crucial for defect inspections).
• Able to work independently and multi-tasking under tight timelines.
• Willingness to work on weekends occasionally (for project launches or handover peak periods) and possess own transport for site visits/ inspection.