JOB PURPOSE
The Executive, One Stop Centre is responsible to coordinate and manage the overall readiness and day-to-day operations of the One Stop Centre (OSC), ensuring a seamless handover experience, effective defects management, and timely resolution of customer complaints and enquiries. The role is responsible for overseeing the end-to-end OSC processes, maintaining service excellence in line with established procedures, standards, and Service Level Agreements (SLA), while fostering strong collaboration with internal teams and external stakeholders to deliver a positive customer experience.
JOB ACCOUNTABILITIES
- Coordinate the readiness of One Stop Centre (OSC) according to Management requirement and assist to manage its day-to-day operations i.e. handover related matters, defects management, complaints and enquiries.
- Perform the handover of units to customers, in accordance with the operating procedures and standards set.
- Owns the customer case. Responsible for the end-to-end OSC processes and their associated customer experience.
- Receive customer complaints and responsible for the end-to-end case management.
- Ensure timely entry for all new reported cases into QMS for recording and monitoring purpose.
- Ensure all complaints/enquiries are within the 30 days resolution closure, or as per the stipulated Service Level Agreement (SLA).
- Arrange for rectification works to be carried out on DLP and latent defects within the stipulated period.
- Active liaising with relevant parties for issues.
- Update customers on status of complaints and enquiries for their information.
MINIMUM ESSENTIAL QUALIFICATIONS & TECHNICAL COMPETENCES
- Bachelor's Degree or Professional Degree in Architecture, Engineering (Civil), Business Studies/Administration/Management, Marketing, Property Development/Real Estate Management or equivalent.
- Minimum 1 year(s) of working experience with experience in Property Management or Customer Servicing is required for this position.
- Preferably Junior Executives specializing in Customer Service or equivalent.
- Customer focus and centricity, people management, computer literacy, self-motivated, independent, able to communicate at any level, problem solving and process improvement.
