Customer Service Manager

OIB Group; Sungai Petani; On-site; MYR 120,000 - 160,000; Full time

Job summary

OIB Group in Kedah seeks a senior leader to head the Customer Service Department for housing projects, directing purchaser inquiries, complaints, VP, defect rectification, and post-handover services while ensuring compliance and quality.

The role requires coordinating across Construction, Legal, Finance, QAQC and other teams, setting KPIs, monitoring performance, and guiding continuous improvement in handover and defect processes.

Qualifications

• Diploma or degree in Property Management, Construction, Engineering, or related field.
• Minimum 5 years of housing customer service or defect management experience.
• Strong knowledge of VP, DLP, building defects, and SPA requirements.
• Excellent written and verbal communication in English and Bahasa Malaysia.

Responsibilities

• Lead the customer service team to provide efficient and professional service.
• Establish customer service procedures, standards, and KPIs.
• Handle escalated complaints and ensure timely resolution.
• Monitor customer feedback and improve service quality.
• Coordinate VP and handover activities with relevant departments.
• Manage defect inspection, rectification, and reporting during DLP.
• Coordinate with Legal on complaints and disputes.
• Report on VP, complaints, and costs.

Skills

Leadership

Communication

Team management

Problem-solving

Complaint handling

MS Office

Report writing

Education

Diploma/Degree in Property Management

Tools

Microsoft Office

Job description

To lead and manage the Customer Service Department, ensuring effective handling of purchaser enquiries, complaints, VP, defect rectification, and post-handover services while maintaining customer satisfaction and compliance with company policies and statutory requirements.

• Lead the customer service team to provide efficient and professional service.
• Establish customer service procedures, standards, and KPIs.
• Handle escalated complaints and ensure timely resolution.
• Monitor customer feedback and improve service quality.
• Ensure proper documentation and communication with purchasers.

B. VP and Handover Management

• Coordinate VP and key handover in accordance with the SPA and applicable requirements.
• Liaise with Construction, Legal, Finance, and other relevant departments.
• Ensure handover inspections, documentation, and arrangements are completed.
• Monitor handover progress and report outstanding issues.

C. Defect Management and DLP

• Manage defect inspection, rectification, and closure during the DLP.
• Coordinate with Construction, QAQC, and contractors to ensure timely rectification.
• Monitor outstanding defects and recurring quality issues.
• Escalate major defects and safety concerns to management.
• Maintain proper defect records and rectification reports.

D. Complaint Handling and Dispute Resolution

• Handle complaints relating to building defects, infrastructure, facilities, and utilities.
• Investigate complaints and coordinate with relevant departments for solutions.
• Update purchasers on rectification progress and outcomes.
• Escalate legal, financial, and sensitive cases to management.
• Coordinate with Legal on formal complaints and disputes.

E. Departmental Coordination

• Work closely with Construction, QAQC, Development, Sales and Marketing, Legal, and Finance.
• Conduct defect review meetings and follow up on outstanding issues.
• Provide feedback to improve construction quality and reduce recurring defects.

F. Team Leadership and Management

• Lead, supervise, and develop customer service staff.
• Allocate manpower according to project requirements.
• Set departmental KPIs and monitor staff performance.
• Provide training on customer service and defect management.

G. Reporting and Continuous Improvement

• Prepare regular reports on VP, complaints, defect rectification, outstanding cases, and costs.
• Maintain an updated customer complaint and defect database.
• Monitor customer satisfaction and identify areas for improvement.
• Ensure proper documentation and compliance with company procedures.

Requirement

• Diploma or Degree in Property Management, Construction, Engineering, or a related field.
• Minimum 5 years of relevant experience in housing customer service, defect management, or property development.
• Good knowledge of VP, DLP, building defects, and SPA requirements.
• Strong communication, problem-solving, and complaint-handling skills.
• Good leadership, coordination, and team management abilities.
• Customer-oriented, responsible, proactive, and able to work under pressure.
• Proficient in Microsoft Office and report preparation
• Good communication and writing skills in both English and Bahasa Malaysia