Responsibilities

Oversee the Customer Relations Centre for few developments
Planning and organizing tasks prior to vacant possession
Prepare necessary drawings and plans to be included in vacant possession pack
Liaise with HQ & Vendor in setting up defect management system
Liaise with state and local regulatory agencies when required
Provide guidance to the team on handling customers
Ensure high level of engagement with the customers by seeking solutions
To attend and monitor all enquiries and complaints via phone calls, email, walk in and accordingly and solved within stipulated time.
To resolve product or service problem by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
To prepare, compile and provide update report
To keep records of customer interaction, recording details of inquiries, complaints & comments as well as actions taken.
To contact customers via email or phone calls in order to respond to complaints or to notify them of investigation results.
Liaise with project team and contractors on rectification works
Attend meetings pertaining to issues on defects
Prepare reply letter to relevant parties when needed
Maintain good relationship between sales person, customers and internal support team.
Filing and keep track of documents.
Ad-Hoc task assigned by superior.

Requirements

At least 5 year(s) of working experience in customer service/property related industry
Independent, pro-active, result-driven, customer oriented with good communication skills.
Knowledge of Housing Development Act (HDA), Strata Title Act and Building & Common Property Act will be an added advantage.
Strong communication skills in English and Bahasa Malaysia
Possess leadership qualities and able to work as a team
Possess a positive attitude, ability to organize, plan, meet deadlines and work well under pressure
Extensive experience in managing strata landed, strata high-rise, mixed development, and non-strata development.
Familiar with work scheduling / planning and good in report and letter writing

customer service manager jobs in Bukit Jalil

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