Job Purpose
- Management of customer dispute during the Defect Liability Period (DLP) in relation to product and service quality.
- Ensure best/top quality service output to sustain the Brand Image of Sime Darby Property that complies with the Sales & Purchase Agreement (SPA).
- Coordination and advisory services in the implementation bespoke strategies to resolve customer disputes.
- Execution of process reviews and continuous improvement initiatives.
Job Responsibilities
Business
- Responsible in the implementation of the Quality Management framework and customer dispute resolution processes.
- Timely and accurate escalation of red flag issues to Head, Command & Contact Centre (CCC) for further escalation.
- Implementation of continuous improvement initiatives within Property Development.
- Provide engagement with stakeholders to improve overall quality performance and advisory services on a case-to-case basis.
Departmental Initiatives / Programs
- Provide support and assistance in any departmental initiatives / programs conducted by other units. Participation in Top Management sanctioned initiatives e.g. Shift25.
- Participation in ad-hoc initiatives or actions subject to case-to-case basis.
People and Communication Management
- Attending training for self-development
- Execute internal training (relevant subject matter) for CCC personnel
Education/Professional Qualification
- Degree in Business Administration / Communications / Psychology/ Arts with minimum of 5 years experience in leading a team in the Customer Service industry.
Professional Experience
- Lean Six Sigma Practitioner
- ISO Internal Auditor
- Certified Train the Trainer (Customer Service)
