EXECUTIVE – CUSTOMER SERVICES

Your Role in Brief

We’re looking for an experienced individual to attend and follow up on purchaser queries and complaints to achieve increased customer engagement and satisfaction.

Your Key Accountabilities

• Ensure customer satisfaction with completed products after handing over the property to the purchaser.
• Schedule and carry out Pre-Delivery Inspection of completed products before CPC.
• Attend to customer joint inspection during VP and update customers on the status of rectification work.
• Monitor the rectification work and liaise with COW/Cont.
• Follow up with relevant parties on product issues, such as Project/COW, Contractor, Consultant, etc.
• Update and maintain a good recording and tracking system to ensure complaints are closed within the stipulated time frame.
• Analyse complaint data and update relevant parties regarding their quality performance.
• Assist in customer service programmes, such as focus group surveys, community activities, residents’ meetings, etc.
• Assist in and attend to operational issues of resident associations or joint management bodies.
• Implement all policies, activities, procedures, instructions as relevant and required by the Quality, Environmental, Safety & Health Management System (QESHMS).
• Ensure compliance with relevant statutory requirements at all times, including QESHMS in line with ISO 9001, ISO 14001, and ISO 45001 standards, International Standards, local regulations, code of practices, and legal requirements.
• Take responsibility for prevention of work-related injury and ill health.
• Determine risks, opportunities and plan actions and ensure they are implemented.

To be successful in this role, you are likely to possess:

Qualification

• Degree in Engineering, Construction Management or equivalent.

Experience

• Minimum 3 years of working experience in customer service, quality assurance, or related field. Prior experience in the property development industry, related to product inspection, and knowledge of product quality are added advantages.

Technical Skills

• Pleasant disposition, excellent communication and interpersonal skills, customer-oriented, and strong relationship-building abilities.
• Customer-oriented and strong relationship-building abilities
• Computer literate, ie, MS Excel, Word, PowerPoint etc.
• Knowledge in QESH Management, HIRARC, ESH legal & other requirements, and EHS practices.

Behavioural Competency

• Interpersonal & Communication Skills
• Analytical Thinking
• Focused & Deliver Results
• Customer Focused
• Continuous Learning