Senior Customer Relation Executive

Requirements
-Certificate or Diploma in Estate Management, Building Technology, Mass Communication (Public Relations), Business Administration, or related disciplines.
-Minimum 3 years of relevant working experience, preferably in property development, real estate, or equivalent industries.

Responsibilities
-Manage all matters related to Vacant Possession (VP) handover and house defect complaints.
-Ensure smooth customer service operations in accordance with Company policies, Standard Operating Procedures (SOPs), and Standing Orders.
-Liaise with the Credit Administration Department to obtain customers’ VP appointment schedules.
-Conduct joint inspections with site personnel prior to VP to identify and record unit defects.
-Monitor and ensure units are in good condition before VP handover to purchasers.
-Prepare VP handover materials including key arrangements, checklists, VP handbooks, and VP kits.
-Conduct unit key handover according to the approved VP schedule.
-Brief purchasers on VP procedures, checklists, handbooks, and VP kits during handover.
-Handle customer enquiries and complaints professionally via walk-in, email, WhatsApp, and phone.
-Respond to customer feedback and enquiries in a timely and tactful manner.
-Coordinate and follow up with site personnel and subcontractors on defect rectification progress.
-Maintain and update customer databases, records, and filing accurately using Microsoft Word and Excel.
-Prepare and update defect rectification progress reports for management and customers.
-Prepare and issue official notices, circulars, and progress updates to purchasers when required.
-Perform any other ad-hoc duties or projects as assigned by management.