Job Purpose
The role supports smooth operations and quality customer service by resolving issues, improving processes, and ensuring efficiency, directly contributing to customer satisfaction and the department's overall success.
Job Accountabilities
- Coordinate the One Stop Centre's readiness as required by Management and assist in daily operations, including handovers, defect management, community matters, and handling complaints and enquiries.
- Coordinate with Development to arrange the Pre-Delivery Inspection (PDI) schedule, ensuring all units are inspected before issuing VP. Take appropriate measures to ensure units readiness and cleanliness before handover to customers.
- Handle unit handovers to customers in line with established procedures and standards.
- Address customer complaints promptly and ensure end-to-end resolution to achieve customer satisfaction.
- Record all new cases promptly in the system and ensure complaints and enquiries are resolved within 30 days or as per stipulated Service Level Agreement (SLA), supporting service standards and customer satisfaction.
- Keep customers informed on the progress of complaints and enquiries, while working with relevant parties to deliver timely and effective solutions.
- Prepare and analyse reports for the Team Lead and OSC by collecting and summarising data and trends to support informed decisions and improve service performance.
Minimum Essential Qualifications & Technical Competences
- Formal Education
- Candidate must possess at least a Bachelor's degree, Post Graduate Diploma, Professional Degree in Customer Service, Business studies / Administration / Management / Property Development / Real Estate Management or equivalent.
- Work Experience
- At least 2 years of working experience with exposure in Property Management or Customer Servicing is required for this position.
- Skills / Knowledge/ Qualifications
- Customer focus and centricity, people management, computer literacy, self-motivated, independent, able to communicate at any level, problem solving and process improvement.
