Customer Service Executive

Responsibilities

Job Purpose
The Customer Service Executive is responsible for delivery of quality service to customers for handover of properties and defects management; and continuous collation of customers’ feedback for sharing with key stakeholders for improvements to our products and service.

Responsibilities

• Work with stakeholders to prepare for project TOP, including but not limited to handover documents, handover kits and welcome gifts.
• Takeover sold units from DPD/Main Contractor upon TOP and prepare internal memo to Sales Admin for issuance of Notice of Progress Payment to purchasers.
• Arrange for unit cleaning once key collection appointment is made.
• Set up unit with handover amenities and prepare handover kit and welcome gift.
• Perform handover of property to purchasers, introduce them to the Managing Agent, and conduct Handover Survey with purchasers after each handover.
• Address customers’ queries and assist with defects management during the Defects Liability Period (DLP), where needed (currently managed directly by Resident Technical Officers).
• Monitor progress of defects rectification and conduct Defects Management Survey with customers within 1 month from closure of first defects list.
• Guide and assist customers on the use of the oneFarEast mobile app for unit related tasks.
• Work with stakeholders to resolve customers’ issues and escalate matters to the Senior Customer Service Manager, Operations, where needed.
• Collate and flag out common project issues to stakeholders for resolution or future product improvement.
• Assist customers with unit- and estate-related issues at the post-DLP stage, advise Managing Agents to invoke relevant warranties in order to address customers’ unit issues, and work with stakeholders to seek resolution for latent defects where applicable.
• Support the Customer Relations Managers in customer engagement.

Requirements

• A Diploma or Bachelor’s Degree in Administration, Real Estate or any related field.
• A minimum of 3 years’ experience in customer service, preferably in Real Estate.
• People-oriented and excellent interpersonal skills.
• Good oral communication and written skills.
• Fluent in Mandarin