Executive - Customer Services (Property Vacant Possession & Defect Management)

Sunway Berhad; Selangor; On-site; MYR 30,000 - 50,000; Full time

Job summary

A leading property development firm in Malaysia is looking for an Executive - Customer Services to manage purchaser queries and ensure customer satisfaction. This role involves conducting inspections, following up on defects, and coordinating with various stakeholders to resolve issues efficiently. The ideal candidate should have a diploma or degree in relevant fields and 1-2 years of related experience. Strong communication, organizational, and customer service skills are essential for success.

Qualifications

• Minimum 1 to 2 years of experience in property development customer service.
• Basic understanding of building construction and inspection processes.

Responsibilities

• Schedule and conduct pre-delivery inspections of completed properties.
• Follow up with contractors on defect rectification before handover.
• Deliver excellent customer service and respond to buyer inquiries.
• Maintain accurate records of complaints and resolutions.

Skills

Strong communication skills

Detail-oriented

Organizational skills

Customer oriented

Proficient in MS Office

Education

Diploma or Degree in Property Management, Real Estate or related fields

Job description

Executive - Customer Services (Property Vacant Possession & Defect Management)

Sunway Property is the property arm of Sunway Group which was established in 1974, and is now one of Malaysia’s top multinational property-construction. Our unique business model 'Build, Own, Operate' powers our ability as a Master Community Developer to create a unique win-win proposition through sustainable communities where future generations can continue to thrive.

Community Builder, Entrepreneurship, and Enriching Lives are the values that continue to drive our community‑centric focus and to deliver unrivalled products in the industry that not only serves the needs of today’s generation but for generations to come. Today, we have delivered an extensive portfolio of properties in growth markets such as Malaysia, China, Singapore, Cambodia, and Vietnam.

Check us out further at www.sunwayproperty.com!

Your Role in Brief

We’re looking for an experienced individual to attend to and follow‑up on purchaser queries and/or complaints to achieve increased customer engagement and satisfaction.

Your Key Accountabilities

• Schedule and conduct pre‑delivery inspections (PDI) of completed properties.
• Follow up with contractors to ensure all issues are fully resolved before Vacant Possession (VP).
• Arrange and manage VP appointments to hand over properties to buyers.
• Attend to defects reported by buyers and ensure timely and proper rectification.
• Verify that defect rectification meets quality standards.
• Deliver excellent customer service by responding to buyer inquiries, providing timely updates, and managing expectations professionally.
• Coordinate with contractors, Clerk of Works (COW), consultants, and project management department to resolve defects efficiently.
• Maintain accurate records and tracking systems to ensure complaints are addressed and resolved within set timeframes, including detailed documentation of inspections, defects, rectifications, and communications.
• Assist in preparing reports and documentation related to product quality and defect management.
• Attend to the Residents' Association, Joint Management Body (JMB), or Management Corporation (MC) when required.

To be successful in this role, you are likely to possess:

Qualification

• Diploma or Degree in Property Management, Real Estate, Construction Management, Business Administration, or related fields

Experience

• Minimum 1 to 2 years of related working experience in property development customer service, property management, construction, or related field.
• Basic understanding of building construction, defects, and inspection processes.

Technical Skills

• Strong communication and interpersonal skills to manage buyer relationships effectively.
• Detail‑oriented with good organisational and record‑keeping skills.
• Ability to work independently, manage multiple tasks, and coordinate with various shareholders.
• Customer oriented and strong relationship‑building abilities.
• Proficient in MS Office (Excel, Word, PowerPoint, etc.).

Behavioural Competency

• Interpersonal & Communication Skills
• Analytical Thinking & Problem Solving
• Result Focused
• Customer Focused
• Continuous Learning