Customer Service Specialist

About the role

Managing and executing the full Vacant Possession (VP) process, from preparation to key collection. Attending to property owners during the VP handover, ensuring all procedures are followed and customer concerns addressed.

Key responsibilities

• Maintaining up-to-date records, data, and information related to customer interactions
• Responding to customer inquiries and feedback in a professional, polite, and timely manner
• Briefing customers on the handover process, including property handover details, checklist, and provision of handover kits
• Acknowledging and addressing customer complaints in a calm, respectful, and efficient way
• Collaborating with relevant departments and teams to resolve customer issues and provide effective solutions
• Providing feedback on the effectiveness and efficiency of customer service processes and recommending improvements
• Ensuring a high level of customer satisfaction by delivering professional and helpful service
• Coordinating with project site colleagues as necessary to ensure smooth processes
• Escalating non-defect-related feedback to the appropriate Person-in-Charge (PIC) or department, ensuring timely follow-up and case closure
• Coordinating and overseeing defects rectification works to ensure timely and effective resolution in line with standard operating procedures (SOPs)

About you

• Possess Diploma in any disciplines
• Strong command of English and Bahasa Malaysia, with effective interpersonal and communication skills
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Excellent problem-solving and customer service skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Strong attention to detail and organizational skills
• Positive attitude and a professional demeanor when dealing with customers and colleagues
• Ability to work independently as well as collaboratively within a team