Manager - Customer Care (Property)

Randstad Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A national property developer is seeking an experienced professional to enhance customer satisfaction in their property management team. This role involves managing customer relations, overseeing the handover of properties, and ensuring quality compliance during defect rectification. The ideal candidate will possess strong leadership skills and a background in property development with significant customer service experience.

Benefits

Positive work environment

Supportive management team

Generous rewards for good performance

Qualifications

• 8–10 years of customer service experience in a property development company.
• Willingness to travel.
• Strong communication and leadership skills.

Responsibilities

• Formulate and improve customer relations management policies.
• Coordinate schedules for contractors and follow up on defect rectification.
• Conduct pre-delivery inspections and ensure quality compliance.

Skills

Vacant Possession (VP)

Customer Care

Property Management

Defect Management

Defect Rectification

Inspection

Project Handover

Defect Liability Period (DLP)

Customer Service

Education

Bachelor's Degree in Property Management, Engineering, Marketing, Business, or related field

Job description

about the company

Your future employer is a well-established property developer committed to creating innovative properties using sustainable practices to benefit the community. The team is growing and seeking talented individuals who can contribute to the company's success.

about the job

• Formulate, implement, monitor, review, and improve customer relations management policies and standard operating procedures (SOPs).
• Ensure proper planning and preparation of checklists and documentation in accordance with Sale and Purchase Agreements (SPAs), ensuring readiness for delivery of vacant possession (VP) or handover to purchasers.
• Participate in planning, organizing, preparing, and executing the handover of vacant possession to customers upon project completion.
• Provide excellent customer service and develop strategies to enhance customer satisfaction.
• Oversee the validation, follow-up, solution verification, and escalation processes for all identified defects.
• Coordinate schedules for main contractors’ and sub-contractors’ workers, providing performance feedback on sub-contractors.
• Monitor the status of overall project defect rectification work to ensure completion within the stipulated timeline.
• Prepare periodic reports on defect rectification work and generate additional reports as required by the HOD, maintaining proper documentation and filing systems.
• Conduct pre-delivery inspections and lead readiness inspections to ensure quality and compliance. Address and close defects detected by relevant departments before VP delivery.

skills and experience required

• Diploma or Bachelor's Degree in Property Management, Engineering, Marketing, Business, or a related field.
• 8–10 years of customer service experience in a property development company.
• Willingness to travel.
• Strong communication and leadership skills.

culture and benefits

Your future employer is financially stable and has experienced rapid growth in recent years, with a strong portfolio of completed, ongoing, and upcoming projects. They offer a positive work environment with a supportive and trusting management team. The company rewards good performance generously and places a strong emphasis on the personal growth of its employees.

how to apply

The above information serves as a guideline for the position. Please apply through this advertisement or visit www.randstad.com.my for more details. Due to the high volume of applications, only shortlisted candidates will be contacted.

experience

8 years

skills

Vacant Possession (VP) , Customer Care , Property Management , Defect Management , Defect Rectification , Inspection , Project Handover , Defect Liability Period (DLP) , Customer Service

qualifications

no additional qualifications required

education

Bachelor Degree