Customer Service Representative

6 days ago

Singapur, Singapore Far East Organization Full time

Job Purpose

The Customer Service Executive plays a crucial role in delivering exceptional service to customers, ensuring a smooth handover of properties and effective defects management. This position requires a strong focus on customer satisfaction, collaboration with stakeholders, and continuous improvement of our products and services.

Key Responsibilities

  • Work closely with stakeholders to prepare for project TOP, including handover documents, handover kits, and welcome gifts.
  • Takeover 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 customers' 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 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, 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.

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