customer relations, assistant manager

ABOUT THE ROLE:

You will be based in the Customer Relations Department to plan and coordinate the delivery of vacant possession (VP), monitoring and follow up of defects rectification work to ensure timely completion to meet customers' needs and expectations.

You will act as the for customers (purchasers) by handling enquiries, feedback, and complaints, and following up closely with internal stakeholders (team) on handover and defect rectification matters, .

WHAT YOU WILL GET IN RETURN:

• Supportive Workplace Culture
• Competitive Remunerations
• Continuous Learning Opportunities

WHAT YOU WILL NEED TO DO:

• Act as the main point of contacts for customers (purchasers) by handling enquiries, feedback, and complaints, and following up closely with internal stakeholders (team) on handover and defect rectification matters, promptly and professionally.
• Anticipate customers needs and work proactively to resolve concerns.
• Overall person-in-charge in ensuring proper planning and preparation of checklists and documentation in accordance with the Sale and Purchase Agreements (SPAs) to be ready for delivery of VP/ handing over to purchasers i.e. oversee the entire handling over of vacant possession (VP) process i.e. keys arrangement, checklist, forms, VP handbooks, and VP kits.
• Lead and ensure delivery of quality handover experience and customer services for VP i.e. handing over is done as per schedule, conduct briefing to purchasers on VP and defect submission process.
• To initiate and participate in pre-delivery inspection & leading the readiness inspection to perform quality and compliance checks on materials and workmanship in ensuring defects detected are rectified and closed off by relevant departments before delivery of vacant possession.
• Organise and chair the defects meeting in the absence of the HOD.
• Work closely with Project Team to ensure repair and defects rectification works are done according to schedule. Coordinate with various teams to ensure all defect rectification works are conducted in a timely manner.
• Prepare periodical report on the follow up status of defects rectification work in order to monitor status of overall projects defects rectification work are completed within the stipulated period, and to provide feedback on the performance of the sub-contractors.
• Update and participate in joint / pre-inspection of property with purchasers.
• Prepare relevant reports as and when required by the HOD to ensure proper and effective documentation and filing system.
• Assist to develop, implement, and review procedures to further enhance the standard and quality of products and services.
• Participate in pre-QLASSICS inspection as and when required by the HOD, Project Department and others.
• Propose appropriate solutions and provide regular feedback to the teams for continuous product and service quality improvement.
• Perform any other ad-hoc tasks as maybe assigned by the superior or Company.

DESIRED QUALIFICATION, SKILLS & EXPERIENCES:

• Degree in Mass Communication/Public Relations/Marketing/Business Administration/Hospitality Management or related fields.
• Minimum of 5 years with proven excellent customer service achievement, including 3 - 5 years in a supervisory/managerial position within the customer service sector of a property development company.
• Minimum 3 – 5 years of luxury hospitality/airlines/high-end retail/service-oriented industry is highly recommended.
• Able to deliver and maintain high quality of customer service.
• Ability to stay calm and professional (service-minded & proactive) in handling difficult customers (Good tempered, patient and polite)
• Pleasant and well-groomed to the standards set.
• Team player, resourceful, independent and able to coordinate across departments to resolve customers issues.
• Strong interpersonal and communication skills.
• Good command of English and Bahasa, both written and spoken.
• Experience in handing over of houses and maintaining the security and common facilities of a gated and guarded community will be an added advantage.
• Flexible and available to work on weekends, if required.
• Computer savvy with good ability to draft emails and handle social media.

Job Type: Full-time

Pay: RM6, RM8,000.00 per month

Benefits:

• Cell phone reimbursement
• Dental insurance
• Free parking
• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development
• Vision insurance

Work Location: In person