Customer Care Manager

About the role

Joland Group are seeking an experienced and strategic Customer Care Manager to pioneer and lead our property customer relations function. In this role, you will be responsible for building the Customer Care Department from the ground up, establishing robust Standard Operating Procedures (SOPs), and leading the team through Vacant Possession (VP), defect management, and post-handover customer satisfaction for our property development projects.

Key responsibilities

• Build the Customer Care team, draft and implement SOPs for VP, key handover, and defect management, and establish team KPIs/SLAs
• Lead the end-to-end VP process, oversee defect resolution with main contractors, and conduct joint inspections for complex cases
• Recruit, train, and mentor site customer service staff while serving as the primary escalation point for high-priority complaints
• Track defect trends and customer satisfaction metrics to provide feedback to the Project team for continuous improvement

What we're looking for

• 5+ years in Property Customer Care / VP, with at least 3 years in a managerial role within a property developer
• Proven track record of building customer care teams and setting up SOPs from scratch
• Familiarity with the Housing Development Act (HDA) guidelines and property defect workflows
• Professional fluency in English and Bahasa Malaysia (Mandarin is an added advantage)