Executive, One Stop Centre

UEM Sunrise Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading property development company in Kuala Lumpur is seeking an Executive for the One Stop Centre. You will coordinate daily operations to ensure a seamless handover experience and manage customer complaints effectively. The ideal candidate has a Bachelor's degree in a relevant field and at least one year of experience in property management or customer service. Strong problem-solving and communication skills are essential for this role.

Qualifications

• 1+ year of experience in Property Management or Customer Servicing.
• Must possess a degree in Architecture, Engineering, Business, Marketing, or Property Management.
• Strong communication skills required.

Responsibilities

• Coordinate readiness of the One Stop Centre and ensure operations run smoothly.
• Oversee customer case management and ensure timely resolution of complaints.
• Maintain service excellence in accordance with SLA.

Skills

Customer focus and centricity

People management

Problem solving

Process improvement

Education

Bachelor's Degree or Professional Degree in relevant fields

Job description

JOB PURPOSE

The Executive, One Stop Centre is responsible to coordinate and manage the overall readiness and day-to-day operations of the One Stop Centre (OSC), ensuring a seamless handover experience, effective defects management, and timely resolution of customer complaints and enquiries. The role is responsible for overseeing the end-to-end OSC processes, maintaining service excellence in line with established procedures, standards, and Service Level Agreements (SLA), while fostering strong collaboration with internal teams and external stakeholders to deliver a positive customer experience.

JOB ACCOUNTABILITIES

• Coordinate the readiness of One Stop Centre (OSC) according to Management requirement and assist to manage its day-to-day operations i.e. handover related matters, defects management, complaints and enquiries.
• Perform the handover of units to customers, in accordance with the operating procedures and standards set.
• Owns the customer case. Responsible for the end-to-end OSC processes and their associated customer experience.
• Receive customer complaints and responsible for the end-to-end case management.
• Ensure timely entry for all new reported cases into QMS for recording and monitoring purpose.
• Ensure all complaints/enquiries are within the 30 days’ resolution closure, or as per the stipulated Service Level Agreement (SLA).
• Arrange for rectification works to be carried out on DLP and latent defects within the stipulated period.
• Active liaising with relevant parties for issues.
• Update customers on status of complaints and enquiries for their information.

MINIMUM ESSENTIAL QUALIFICATIONS & TECHNICAL COMPETENCES

• Bachelor's Degree or Professional Degree in Architecture, Engineering (Civil), Business Studies/Administration/Management, Marketing, Property Development/Real Estate Management or equivalent.
• Minimum 1 year(s) of working experience with experience in Property Management or Customer Servicing is required for this position.
• Preferably Junior Executives specializing in Customer Service or equivalent.
• Customer focus and centricity, people management, computer literacy, self-motivated, independent, able to communicate at any level, problem solving and process improvement.