Customer Service Manager

Job Purpose

To lead and manage the Customer Service Department, ensuring effective handling of purchaser enquiries, complaints, VP, defect rectification, and post-handover services while maintaining customer satisfaction and compliance with company policies and statutory requirements.

Key Responsibilities

A. Customer Service Management

• Lead the customer service team to provide efficient and professional service.

• Establish customer service procedures, standards, and KPIs.

• Handle escalated complaints and ensure timely resolution.

• Monitor customer feedback and improve service quality.

• Ensure proper documentation and communication with purchasers.

B. VP and Handover Management

• Coordinate VP and key handover in accordance with the SPA and applicable requirements.

• Liaise with Construction, Legal, Finance, and other relevant departments.

• Ensure handover inspections, documentation, and arrangements are completed.

• Monitor handover progress and report outstanding issues.

C. Defect Management and DLP

• Manage defect inspection, rectification, and closure during the DLP.

• Coordinate with Construction, QAQC, and contractors to ensure timely rectification.

• Monitor outstanding defects and recurring quality issues.

• Escalate major defects and safety concerns to management.

• Maintain proper defect records and rectification reports.

D. Complaint Handling and Dispute Resolution

• Handle complaints relating to building defects, infrastructure, facilities, and utilities.

• Investigate complaints and coordinate with relevant departments for solutions.

• Update purchasers on rectification progress and outcomes.

• Escalate legal, financial, and sensitive cases to management.

• Coordinate with Legal on formal complaints and disputes.

E. Departmental Coordination

• Work closely with Construction, QAQC, Development, Sales and Marketing, Legal, and Finance.

• Conduct defect review meetings and follow up on outstanding issues.

• Provide feedback to improve construction quality and reduce recurring defects.

F. Team Leadership and Management

• Lead, supervise, and develop customer service staff.

• Allocate manpower according to project requirements.

• Set departmental KPIs and monitor staff performance.

• Provide training on customer service and defect management.

• Monitor contractors' performance in defect rectification.

G. Reporting and Continuous Improvement

• Prepare regular reports on VP, complaints, defect rectification, outstanding cases, and costs.

• Maintain an updated customer complaint and defect database.

• Monitor customer satisfaction and identify areas for improvement.

• Ensure proper documentation and compliance with company procedures.

Requirement

• Diploma or Degree in Property Management, Construction, Engineering, or a related field.
• Minimum 5 years of relevant experience in housing customer service, defect management, or property development.
• Good knowledge of VP, DLP, building defects, and SPA requirements.
• Strong communication, problem-solving, and complaint-handling skills.
• Good leadership, coordination, and team management abilities.
• Customer-oriented, responsible, proactive, and able to work under pressure.
• Proficient in Microsoft Office and report preparation
• Good communication and writing skills in both English and Bahasa Malaysia