Customer Service Officer

Matrix Concepts; Negeri Sembilan; On-site; MYR 45,000 - 67,000; Full time

Job summary

Matrix Concepts in Malaysia is seeking a capable administrator to manage defect-related communications and process flows. You will coordinate inspections, appointments, and key handling, while maintaining accurate records in the E-CRM system and project master lists.

You will also liaise with unit owners and site teams, provide back-office support, and assist with VP project activities from scheduling through to post-handover feedback.

Responsibilities

• Attend to defect complaints from walk-ins/owners and ensure timely processing per SOP.
• Coordinate inspections/rectifications, appointments, and key handling for units.
• Liaise between unit owners and site teams (CS Site & Main-Con).
• Assist back-office admin tasks and update project master lists and E-CRM.
• Support VP Projects activities from pre- VP scheduling to post-VP feedback and handovers.
• Monitor defect rectifications and report any unsatisfactory work by contractors.

Job description

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• To attend to all walk-in unit owners/ calls/ emails received in ensuring all defect complaints received is processed in accordance. Also, all timeline is met and the handling of the defect work is SOP compliance. This includes appointment (Inspection/ rectification) appointment scheduling, unit key handling, E-CRM system update, NOC issuance and etc.
• Liaison between units’ owners and site team (CS Site & Main-Con).
• To assist with back office administrative work assigned.
• VP Projects Master List Handling. To update MCC respective project master list and E-CRM upon property handover. Also, to prepare Weekly Project VP update.
• To assist with Project VP from Pre-VP Preparation (VP Scheduling and Appointment, key arrangements, documentations), VP Execution (key handover and briefing) and Post VP (owner's feedback).
• To monitor and follow up on all defect complaints of projects assigned in confirming rectification work is completed in accordance as per trade standard and all timeline is met. To dispute and report unsatisfactory work completion by contractor.
• To perform joint inspection with unit owners and to follow up on the rectification progress in ensuring the case handled is closed within the allowed timeline and the handling progress is SOP compliance. Also, to performed case closure inspection to ascertain rectification work completion.
• To monitor the readiness of unit project VP and to prepare all site VP checklist and floor plans. To attend to respective unit owners at site during VP ceremony and to feedback on owner's response.
• Alarm and CCTV T&C handling. From T&C Checklist preparation to on site testing & comissioning together with unit owners, main contractor and sub contractor.
• To build good rapport with customers and stake holders.