Handover Home Customer Care Executive
Objective
Responsible to provide proper high standard Customer Service at the point of viewings/snagging/handover, ensure customer loyalty and aim to increase the customer retention rate/ratio.
Key accountabilities
1. Customer interface and main contact point throughout the physical property handover to deliver a positive customer experience.
2. Take the customer through the property handover process (Viewing/Snagging/Handover) and coordinate with Service Operations Team and Head office to ensure legal and financial formalities are completed prior to releasing the unit keys/cards
3. Deal with handover customer queries through the portal, email, calls and direct interactions.
4. Property Orientation and key/card handovers in line with the approved process.
5. Call back/email (update) the customer within 24 to 48 hours and update the system.
6. Fix appointment with the client for viewing/snagging/handover and assist with any DLP warranty service request or issues.
7. Attend the property with the clients and raise any snags/comments in the approved software.
8. Follow-up with the QA team for the snag rectification and update the client and system.
9. Responsible for a positive and professional customer service at all times.
10. Deal with difficult or dissatisfied customer and achieve a positive outcome.
11. Ensure the full understanding of the projects (All aspects) and the surroundings to answer the client’s quires in a professional manner.
12. Handle the walk-in clients and deal with their queries
13. Brand ambassadors delivering customer service at all time.
14. Train and guide new joiners on the full process of handover
15. Consistently meet the targets to ensure that the handovers are completed within the specified period
16. Ensure status reports are maintained daily and the reports are matching with the actual figures.
17. Manage the cleaning and other internal / external staff for the successful handover completion.
18. Assist the handover manager in designing the handover documents and other handover deliverables.
19. Ensure the units and common areas are intact prior to the customer visit.
20. Other works as assigned by the deputy CEO
Reporting lines
- CEO: Julian Wyatt
- Line report: – Deputy CEO – Dax Philip
- Internal Relationship: Full Property Management Team, Service Operations Team, Quality Assurance team, Projects Management team.
- External Relationship: B2B Customers Supplier, Contractor
Technical Capability
| Standard Competencies | Grade | Weight | |
| A | Knowledge | 45% | |
| 1 | Bachelor degree (Optional) | 10% | |
| 2 |
Extensive experience in Customer Service (Hotels, real estate, airlines, developer preferred) |
25% | |
| 3 | Strong verbal and written communication skills (Vietnamese and English) | 10% | |
| B | Technical Skill | 15% | |
| 1 | Proficient in MS office applications (especially outlook and excel) | 10% | |
| 2 | Property management software | 5% | |
| C | Core Competencies | 30% | |
| C1 | General Competencies | 20% | |
| 1 | Excellent Presentation skills and customer oriented | 10% | |
| 2 | Negotiation and mediation skills | 5% | |
| 3 | Handle high pressure working environment and problem solving skills | 5% | |
| C2 | Special Competencies | 5% | |
| Work management and prioritizing skills | 5% | ||
| C3 | Leadership Competencies | 5% | |
| Quick decision making qualities | 5% | ||
|
Total |
100% |
KPIs
Base on Company KPIs
NỘP HỒ SƠ ỨNG TUYỂN
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