23 Feb 2018

Full-Time SENIOR EXECUTIVE, CUSTOMER SERVICE RELATIONS

FELCRA Properties Sdn Bhd – Posted by felcrapropertiessdnbhd Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia

SENIOR EXECUTIVE, CUSTOMER SERVICE RELATIONS 1

Salary range: ~RM3000

Job Description

To have experienced in Customer Service Relation services at least minimum 4 years in property industry
Liaison with potential customers on relevant information prior to be given sales representatives to follow up
Experienced in using property system i.e IFCA, MHW
Registration updates to the system
Liaison with potential customer on current & future events by the company
To route cases to relevant departments within 1 working day
To attend to customer enquiries within 24 hours
Follow-up/tracking of all customer work orders and ensure effective inter-dept coordination to ensure prompt resolution of all customer issues within KPI of 21 days and contractual obligation of 30 days (whichever applicable)
To communicate effectively with customers on the progress of defect rectification work or the status their issues
To negotiate where and when necessary with customers in regard to customer issues with the ultimate objective to amicably resolve the said issues
To respond in writing to all customer correspondences (via e-mail or letter) within 7 days. All such responses require coordination with Action Parties to gather required input and to confirm accuracy prior to issuance of response to customers in order to ensure company credibility and image at all times
To route renovation refund & request to Property Management System team within 1 working day
To track closely all refund requests by liaising with Project and Finance department and to update report on weekly basis
Issuance of Non-Closure notice to Action Parties in the event of non-closure of work orders within KPI of 21 days
Attend to difficult customers and owners with escalated complaints at the site or out of office locations
To stand by for ad-hoc customer service duties on weekends and events periods
To liaise closely with various departments to attend and resolve customer issues/complaints and to address customer concerns, request and enquiries
Organize handing over keys at office or site
Build good relationship with Residents Associations (RA), Joint Management Bodies (JMB) and relevant Committees and demonstrate good services at all times and resolve issues raised or concerns highlighted
Prepare the handing over vacant possession (HOVP) according to checklist and ensure all document (pre-HOVP & post HOVP) are complete before proceed with vacant possession activities (pre-HOVP preparation and HOVP process at office) for newly completed developments)
Analyze data and provide Monthly Risk Management Report for the Management
Produce and compile all outstanding cases in Defect Management Report for active projects and highlights any urgent matters to head of Department
To compile and submit Monthly Report to Head of Department by the first on every month
To support towards any soft launches and project launches as and when required
To complete all the other job responsibilities and task assigned by the immediate superior or the Head of Department from time to time
Salary Table:
RM 3,001 – RM6,641.00

How to Apply

a) Application can be made by completing the form available at https://goo.gl/bmQpGP b) All applications must be submitted ONLINE. Any hard copies/ postal delivery will not be accepted. c) Each application must include a copy of the Identity Card, Academic Qualification Certificates and other relevant documents that have been validated and a passport size photograph. d) The closing date of the application is 9th March 2018 at 4.00 pm. e) Only shortlisted candidates for the interview will be contacted. Applicants who have not been contacted within 3 (three) months from the closing date of the advertisement are deemed unsuccessful.

Job Categories: Customer service. Job Types: Full-Time. Salaries: ~RM3000.

Endless.

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