Customer Service Manager

Core Purpose: To effectively manage and resolve all genuine defects reported by homeowners in residential developments, acting as the primary liaison between homeowners and the Main Contractor to ensure timely, high-quality rectification, maintain strong customer satisfaction, and uphold the developer's reputation. Key Responsibilities & Duties: Defects Reporting & Triage: Receive and Log Defects: Establish and manage a systematic process for receiving defect reports from homeowners (via phone, email, online portal, walk-in, etc.). Accurately log all reported defects, ensuring complete information capture (homeowner details, unit number, date reported, detailed description of defect, photos, if available). Initial Assessment & Prioritization: Conduct an initial assessment of reported defects to determine their nature, severity, and potential impact on habitability or safety. Prioritize urgent defects requiring immediate attention (e.g., major water leaks, electrical issues). Validate Genuine Defects: Distinguish between genuine defects (attributable to construction, materials, or workmanship) and homeowner-induced damage or wear and tear. Educate homeowners on the distinction where necessary. Coordination with Main Contractor: Defect Notification & Submission: Formally notify the Main Contractor of all validated defects, providing clear, concise, and documented defect reports. Ensure adherence to contractual timelines for defect notification as per the Sales and Purchase Agreement (SPA) or defect liability period (DLP) terms. Schedule Site Inspections: Coordinate and schedule joint site inspections with homeowners, the Main Contractor, and relevant sub-contractors (e.g., M&E, structural, architectural) to assess defects on-site. Monitor Rectification Progress: Proactively track the progress of defect rectification works undertaken by the Main Contractor and their sub-contractors. Regularly follow up to ensure works are progressing according to agreed timelines. Quality Assurance of Rectification: Conduct or oversee joint inspections with homeownerspost-rectification to verify the quality and completeness of repairs. Ensure defects are rectified to the developer's and industry standards. Escalation Management: Identify and escalate unresolved or recurring defects, or instances of non-compliance by the Main Contractor, to senior management within the developer's team. Participate in discussions to find resolutions. Homeowner Communication & Relationship Management: Primary Point of Contact: Serve as the dedicated point of contact for homeowners regarding all defect-related inquiries and concerns. Manage Expectations: Clearly communicate defect management processes, timelines for rectification, and the scope of works to homeowners. Manage homeowner expectations regarding the resolution process and potential delays. Provide Regular Updates: Proactively provide regular and timely updates to homeowners on the status of their reported defects, including inspection schedules, rectification progress, and estimated completion dates. Address Homeowner Concerns: Listen attentively to homeowner concerns, complaints, and feedback. Address these empathetically and professionally, striving for mutually agreeable solutions. Educate Homeowners: Guide homeowners on proper property maintenance, care of finishes, and general information about their new home to prevent future issues. Documentation & Reporting: Maintain Comprehensive Records: Keep meticulous records of all defect reports, communications with homeowners and contractors, inspection reports, rectification works, and sign-offs. Generate Reports: Prepare regular reports on defect trends, resolution rates, common issues, and contractor performance for internal review by senior management. Process Improvement & Training: Identify Trends & Root Causes: Analyze defect data to identify recurring issues, common defects, and potential root causes. Provide feedback to internal project teams (design, construction) to inform future project planning and quality control. Process Optimization: Continuously review and recommend improvements to the defect management process to enhance efficiency, reduce resolution times, and improve homeowner satisfaction. Contribute to Knowledge Base: Develop and maintain a knowledge base of common defect solutions and best practices. Staff Training: Train and mentor customer service staff on defects management procedures, communication protocols, and problem-solving techniques. #J-18808-Ljbffr