Senior Customer Relation Executive

Amalan Setar (M) Sdn Bhd; Rawang; On-site; MYR 40,000 - 60,000; Full time

Job summary

A property development company in Rawang, Malaysia is seeking a candidate to manage Vacant Possession handover and ensure excellent customer service. Responsibilities include conducting inspections, handling complaints, and coordinating with site personnel. Ideal candidates should possess a diploma in relevant fields and have a minimum of 3 years' experience in property development or real estate. Proficiency in customer service and office tools is essential.

Qualifications

• Minimum 3 years of relevant working experience in property development.
• Preferably experience in real estate or equivalent industries.

Responsibilities

• Manage all matters related to Vacant Possession (VP) handover.
• Ensure smooth customer service operations and handle complaints.
• Conduct joint inspections with site personnel prior to VP.
• Monitor and ensure units are ready before VP handover.

Skills

Customer service skills

Microsoft Word proficiency

Microsoft Excel proficiency

Education

Certificate or Diploma in Estate Management

Diploma in Building Technology

Diploma in Mass Communication

Diploma in Business Administration

Job description

Certificate or Diploma in Estate Management, Building Technology, Mass Communication (Public Relations), Business Administration, or related disciplines.

Minimum 3 years of relevant working experience, preferably in property development, real estate, or equivalent industries.

Responsibilities

• Manage all matters related to Vacant Possession (VP) handover and house defect complaints.
• Ensure smooth customer service operations in accordance with Company policies, Standard Operating Procedures (SOPs), and Standing Orders.
• Liaise with the Credit Administration Department to obtain customers’ VP appointment schedules.
• Conduct joint inspections with site personnel prior to VP to identify and record unit defects.
• Monitor and ensure units are in good condition before VP handover to purchasers.
• Prepare VP handover materials including key arrangements, checklists, VP handbooks, and VP kits.
• Conduct unit key handover according to the approved VP schedule.
• Brief purchasers on VP procedures, checklists, handbooks, and VP kits during handover.
• Handle customer enquiries and complaints professionally via walk-in, email, WhatsApp, and phone.
• Respond to customer feedback and enquiries in a timely and tactful manner.
• Coordinate and follow up with site personnel and subcontractors on defect rectification progress.
• Maintain and update customer databases, records, and filing accurately using Microsoft Word and Excel.
• Prepare and update defect rectification progress reports for management and customers.
• Prepare and issue official notices, circulars, and progress updates to purchasers when required.
• Perform any other ad-hoc duties or projects as assigned by management.