Customer Service Turnover Specialist

Private Advertiser; Cebu City; On-site; PHP 335,000 - 603,000; Full time

Job summary

Golden Topper is seeking a Customer Service Turnover Specialist to manage end-to-end buyer support through the unit turnover process. You will coordinate with Engineering, PMO, and other departments to ensure readiness, schedule viewing and turnover activities, and maintain accurate records for compliance and service standards.

The role focuses on delivering a smooth buyer experience, addressing inquiries, and providing timely project information and updates.

Qualifications

• Graduate of a business-related course.
• 1–2 years of customer service turnover experience.
• Proficient in MS Office (Word, Excel, PowerPoint).

Responsibilities

• Respond to buyer inquiries via telephone, email, social platforms, and walk-ins.
• Notify buyers about unit viewing, inspection, acceptance, and turnover schedules via calls, emails, SMS, and social media.
• Coordinate with Engineering, PMO, and other departments to ensure turnover readiness.
• Schedule buyer appointments for viewing, inspection, acceptance, and turnover.
• Assist buyers during viewing, inspection, and turnover to ensure a smooth experience.
• Provide accurate project information and account status updates to prospective buyers.
• Maintain turnover monitoring tools and generate related reports.
• Secure and manage unit keys for rectification and turnover activities.
• Participate in joint inspections to validate turnover readiness and punch lists.
• Address warranty-related concerns with relevant teams and ensure timely resolution.
• Handle homeowner inquiries and post-turnover concerns promptly.
• Assist with DOAS execution and document signing with Legal Team.
• Prepare turnover activity reports as required by Management.
• Ensure compliance with turnover policies and procedures.

Skills

Interpersonal skills

Ability to multi-task

Problem-solving skills

Customer service orientation

Education

Business-related degree

Tools

MS Office

Job description

As Golden Topper continues to grow, we are looking for a lot of great talents from different walks of life who can bring their individualities and creativity to strive excellence, attain rewards and achieve their full potentials with us.

The Customer Service Turnover Specialist is responsible for providing end-to-end customer service support throughout the unit turnover process, ensuring a seamless and positive experience for buyers. The role involves coordinating with internal departments, facilitating buyer communications, monitoring turnover readiness, and addressing post-turnover concerns while maintaining accurate records and ensuring compliance with company policies and service standards.

Duties and Responsibilities:

• Respond to buyer inquiries received through telephone calls, emails, social media platforms, and walk-in visits regarding unit status, turnover schedules, account updates, and related concerns.

• Conduct buyer notifications through phone calls, emails, SMS, and social media messaging platforms regarding unit availability for viewing, inspection, acceptance, and turnover activities.

• Monitor unit readiness by closely coordinating with Engineering, Property Management Office (PMO), and other concerned departments to ensure units are completed, presentable, and ready for turnover.

• Coordinate and schedule buyer appointments for unit viewing, inspection, acceptance, and turnover while ensuring efficient calendar management.

• Facilitate and assist buyers during unit viewing, inspection, and turnover activities to deliver a smooth, professional, and satisfactory customer experience.

• Assist prospective buyers by providing accurate project information, unit details, and account status updates.

• Maintain, monitor, and regularly update turnover monitoring tools, databases, reports, and trackers to ensure accurate documentation and timely follow-ups.

• Receive, safeguard, monitor, and facilitate the proper issuance, return, and transfer of unit keys for rectification works, inspections, and turnover activities.

• Coordinate and participate in joint inspections with Engineering and the Property Management Office (PMO) to validate turnover readiness and ensure all punch list items have been completed and closed.

• Handle warranty-related concerns by coordinating with the appropriate departments to ensure timely rectification and resolution of reported issues.

• Address homeowner inquiries, requests, and post-turnover concerns while ensuring prompt resolution and excellent customer service.

• Facilitate buyer invitations for the execution of the Deed of Absolute Sale (DOAS) and provide end-to-end assistance throughout the document signing process in close coordination with the Legal Team.

• Prepare, maintain, and submit reports related to turnover activities, buyer communications, and operational monitoring as required by Management.

• Ensure compliance with company policies, service standards, and established turnover procedures.

• Perform other related duties, special projects, and assignments that may be assigned by the Immediate Supervisor and Management from time to time.

Qualifications:

• Graduate of Business related course

• Preferably with 1 - 2 years of experience in customer service- turnover

• Knowledgeable in Sales operations management, sales administration, sales support

• Proficient in MS Office (Word, Excel, PowerPoint)

• Excellent Interpersonal Skill

• Has the ability to multi-task

• Good Problem-solving Skill