Customer Service Executive / Officer

Responsible for managing all post-sale interactions with purchasers, ensuring timely, effective, and professional handling of complaints, inquiries, defect rectifications, and all matters relating to property handovers. This role is crucial in maintaining a positive relationship between the company and its purchasers, ensuring satisfaction throughout the customer journey—from SPA signing until post-VP (Vacant Possession).

Key Responsibilities:

• Purchaser Engagement:
• Act as the main point of contact for purchasers on all inquiries, feedback, complaints, and issues related to sales and development.
• Respond to calls, emails, and walk-ins regarding project updates, VP dates, renovation guidelines, and related policies.
• Defect Management:
• Coordinate and track defect complaints during DLP (Defect Liability Period).
• Liaise with site/project team, contractors, and consultants to ensure timely rectification of defects.
• Follow up with purchasers to ensure resolution and satisfaction.
• Vacant Possession & Handover Coordination:
• Assist in planning and executing VP exercises including unit inspections and handing over of keys.
• Provide clear guidance to purchasers during handover including documentation, warranty, and after-sales procedures.
• Documentation & System Updates:
• Maintain accurate and up-to-date purchaser records, complaints, and resolution logs.
• Update CRM system or internal databases with follow-up actions and communications.
• Cross-Department Liaison:
• Work closely with Sales & Marketing, Project, Legal, and Finance teams to resolve cross-functional issues.
• Highlight recurring issues and provide feedback for continuous product and service improvement.
• Customer Satisfaction & Reporting:
• Conduct post-VP surveys and gather feedback for service improvements.
• Prepare weekly/monthly customer care reports for management review.

Requirements:

• Diploma or Degree in Property Management, Business Administration, Customer Service, or related field.
• Minimum 2–3 years of working experience in property development, preferably in customer care or purchaser liaison.
• Must be proficient in both verbal and written communication in English, Bahasa Malaysia, and Mandarin.
• Strong communication and interpersonal skills with a customer-centric approach.
• Good understanding of DLP, SPA, VP process, CIDB standards, and general construction practices in Malaysia.
• Pleasant personality with strong conflict-resolution and follow-up skills.
• Proficient in MS Office and customer service software/CRM systems.

Preferred Attributes:

• Detail-oriented, patient, and able to work under pressure.
• Able to handle difficult customers tactfully and professionally.
• Familiar with strata and landed property management and relevant regulatory bodies (e.g., KPKT, BOVAEP).

Work Location at Johor Tebrau Land

Job Types: Full-time, Permanent, Contract
Contract length: 12 months

Pay: RM2,000.00 - RM3,500.00 per month

Benefits:

• Maternity leave
• Opportunities for promotion
• Professional development

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Overtime pay

Language:

• Mandarin (Preferred)
• Bahasa (Preferred)

Work Location: In person