Customer Service Executive (Defects Management)

TAHITI PROPERTIES PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A property management company in Singapore is seeking a Customer Service Coordinator to assist in managing homeowner defect reports. The role requires logging defect issues, coordinating with contractors for timely resolutions, and communicating effectively with homeowners. Ideal candidates should possess strong attention to detail and relevant experience in customer service or property management.

Qualifications

• Proficient in using defects management and CRM systems.
• Strong written and verbal communication skills.
• Ability to coordinate schedules and follow up on tasks.

Responsibilities

• Log and verify homeowner defect reports.
• Communicate with contractors for rectification progress.
• Generate reports on defect management status.

Skills

Attention to detail

Communication skills

Coordination

Education

Relevant diploma or degree

Tools

Defects management software

CRM systems

Job description

To support the Customer Service Manager in the efficient and effective management of all genuine defects reported by homeowners, ensuring timely rectification, accurate record-keeping, and consistent communication between homeowners, the Main Contractor, and internal teams.

Defects Handling & Documentation

• Defect Reporting & Logging: Receive and accurately log all incoming defect reports from homeowners via various channels (phone, email, defects management app, if any).
• Ensure all essential information is captured, including homeowner details, unit number, clear defect descriptions, photos, and report dates.
• Assist homeowners in accurately describing and documenting defects.
• Information Verification: Verify homeowner details and unit information against internal records.
• Confirm the defect liability period (DLP) status for reported units.
• Record Maintenance: Maintain comprehensive and up-to-date records of all defect cases in the designated system (e.g., CRM, defects management software).
• Scan and upload relevant documents, photos, and communication records for each case.

Coordination & Follow-up

• Contractor Liaison Support: Assist the Customer Service Manager in compiling and submitting defect lists to the Main Contractor.
• Coordinate with the Main Contractor's representatives to schedule initial inspections and rectification works.
• Follow up with the Main Contractor on the progress of rectification works and adherence to agreed timelines.
• Homeowner Scheduling & Communication: Coordinate and schedule joint inspection appointments between homeowners, the Main Contractor, and relevant sub-contractors.
• Inform homeowners about scheduled works, potential delays, and rectification progress.
• Handle general homeowner inquiries regarding defect status and the resolution process, providing clear and polite responses.
• Rectification Verification Support: Assist in coordinating joint inspections with homeowners and the Main Contractor to verify the completeness and quality of rectified defects.
• Obtain homeowner sign-offs for completed works, or note down any outstanding issues.

Administrative Support & Reporting

• Data Entry & Reporting: Input data accurately into defect management systems.
• Generate basic reports on defect status, upcoming inspections, and completed works for review by the Customer Service Manager.
• Assist in compiling regular performance reports on defect resolution.
• Correspondence Management: Draft and prepare official letters, emails, and notices to homeowners and contractors under the guidance of the Customer Service Manager.
• Manage incoming and outgoing correspondence related to defects.
• Meeting Support: Assist in preparing materials for meetings related to defects management.

Customer Service & Issue Resolution

• First-Line Support: Act as the first point of contact for homeowners seeking updates or reporting new defects.
• Listen attentively to homeowner concerns and escalate complex or unresolved issues to the
• Customer Service Manager.
• Information Provision: Provide homeowners with accurate information regarding the defect management process, timelines, and general guidelines for property maintenance.
• Educate homeowners on what constitutes a genuine defect versus wear and tear.