Senior Officer - Customer Relations

Job Overview

A Senior Officer represents the Developer on handling customer interaction, following up works progress, participating in planning the handover of new developments, as well as assisting on training of the team.

Responsibilities

- Maintain the brand name of the company during handover and beyond.

- Deploy in all projects and work within the guidance of the department's standard operating procedures.

- Assist in building a superior brand standard in all upcoming projects.

- Monitor all defect rectification works are conducted in a timely manner.

- Handle defect enquiries and complaints from owners and residents.

- Follow up with owners and residents' enquiries and complaints.

- Ensure the company's interest is protected at all times.

- Work with the various team in planning and implementing the handover of the group's new developments.

- Report to the management of all irregularities within the responsible area.

- Propose resolutions to complaints, optimize the service recovery towards customers.

- Coach and support teammates by providing training on delivering excellent service to all customers.

- Contribute new ideas for the betterment of customer experience in the group’s properties.

- Assist on any ad-hoc tasks as required by the department.

Requirements

- Degree/Diploma in Hotel Management or equivalent disciplines.

- Minimum 5 years of relevant experience in property handover or customer service.

- Experience in handover of upscale residential properties is a must.

- Excellent time management skills. Be able to work independently and under pressure.

- Good negotiation and analytical skill on resolving problems independently and confidently

- Abilities to interact with co-workers and customers in a flexible, proactive and efficient manner.