Customer Service Representative
1 month ago
The Customer Service Executive is responsible for delivering exceptional service to customers during the handover of properties and defects management. They will also be responsible for collecting customer feedback to share with key stakeholders to improve our products and services.
Key Responsibilities- Work with stakeholders to prepare for project TOP, including handover documents, handover kits, and welcome gifts.
- Take over sold units from DPD/Main Contractor upon TOP and prepare internal memos for Sales Admin to issue Notice of Progress Payment to purchasers.
- Arrange for unit cleaning once key collection appointments are made.
- Set up units with handover amenities and prepare handover kits and welcome gifts.
- Perform property handovers to purchasers, introduce them to the Managing Agent, and conduct Handover Surveys with purchasers after each handover.
- Address customer queries and assist with defects management during the Defects Liability Period (DLP), where needed.
- Monitor progress of defects rectification and conduct Defects Management Surveys 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 customer 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 to address customer unit issues, and work with stakeholders to seek resolution for latent defects where applicable.
- Support the Customer Relations Managers in customer engagement.
- 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.
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