Job Description

 A. Customer Service & Relationship Management

• Serve as the main liaison between the company and property buyers from pre-handover to post-handover stages.
   
• Handle all customer enquiries, feedback, and complaints via phone, email, walk-ins, and CRM systems.
   
• Ensure timely resolution of issues by coordinating with Sales, Project, Quality Assurance, and Customer Care (Defects) teams.
   
• Conduct periodic check-ins with homeowners to understand satisfaction and expectations.
   

B. Handover & Vacant Possession (VP) Experience

• Plan and coordinate VP events, briefings, and unit handover activities.
   
• Ensure all customer touchpoints during VP are smooth, professional, and well-communicated.
   
• Support documentation processes (SPA, DLP forms, billing, progressive payments, key collection, etc.).
   

C. Defects Management Support

• Coordinate with the Customer Care/Defects Team to update purchasers on defect rectification progress.
   
• Ensure accurate documentation and follow-up until closure of raised cases.
   
• Assist in improving turnaround time and communication transparency.
   

D. Customer Loyalty & Engagement

• Develop and execute customer loyalty programmes (referral programme, repeat buyer incentives, membership privileges).
   
• Organise community activities and events for homeowners (festive events, resident appreciation activities, soft launches).
   
• Collect customer data and segment audiences for loyalty initiatives.
   

E. Customer Experience (CX) Improvement

• Track NPS (Net Promoter Score), satisfaction surveys, and customer insights.
   
• Present findings and propose improvements to internal departments.
   
• Benchmark customer experience practices against other Malaysian developers.
   

F. CRM & Documentation

• Manage CRM database to ensure up-to-date buyer information, cases, and communication history.
   
• Prepare regular customer service reports and dashboards for management.
   
• Maintain compliance with PDPA and internal SOPs.

Job Requirements

 Qualifications & Experience

• Diploma/Degree in Business, Marketing, Real Estate Management, Hospitality, or related fields.
   
• 2–5 years experience in customer service or CRM; experience in a property developer preferred.
   
• Knowledge of Malaysian SPA process, property handover procedures, and DLP processes is an advantage.
   

Skills & Competencies

• Strong communication skills in English, Bahasa Malaysia, and Mandarin is an added advantage (due to Malaysian buyer demographics).
   
• High emotional intelligence and patience in handling difficult situations.
   
• Good organisational skills and attention to detail.
   
• Proficiency in Microsoft Office, CRM systems, and digital communication tools.
   
• Ability to coordinate across multiple teams.
   

Personal Attributes

• Customer-centric mindset.
   
• Professional, calm, and solution-oriented.
   
• Able to work independently and in a fast-paced environment.

Skills