Job Description

Job Purpose

• To assist Manager, Township Community Services in managing overall customer services unit.
• Liaise with Clerk of Works for key handing over and defect rectification updates.
• Resolve and managing enquiries and complaints.
• Establish good rapport with Joint Management Body (JMB), Residents Association (RA) and organize community related activities.
• To ensure all correspondence with homeowners with regards to their complaints attended.

Job Responsibilities

Township Services

• To assist Manager, Township Community Services in directing all activities pertaining to customers.
• To monitor defect rectification works and to ensure all being closed within stipulated time frame.
• To liaise with consultants and contractors in resolving customer\'s complaint

Community Services

• To coordinate all event and activities with residents, departments and local authorities
• To represent the township at community or professional meetings on service department issues.

Job Responsibilities (Con\'t)

Complaint Management

• Attending complaints made by Purchaser through walk-in, e-mail, fax, letters and telephone.
• Prepare draft of external correspondence and response letter to customers for HOT/ TCSM\'s approval.
• Create and maintain good rapport with internal and external customers
• Oversee and assist daily activities of all Customer Service Officer (CSO).

Handing Over

• Co-ordinate and assist CSO and TS with handing over units to customers.
• Co-ordinate to prepare hand over kit & ensure proper storage of hand over items at townships.

Job Responsibilities (Con\'t)

Special Case Management

• Handle all distressed units issues (if any) reported by owner of phases which under DLP has expired.

Job Responsibilities (Con\'t)

Impact / Accountability

• Manage township operations (post construction) of approximately 1,000 to 3,500 units with estimated of 5,000 to 15,000 population.
• Manage the upkeep and security of township
• Complaints & General Enquiries Management Purchasers are satisfied solutions/decisions relating to their enquiries or complaints lodged, within the stipulated time period.
• Knowledge Management

TCS is equipped with a comprehensive reference tool in assisting to resolve purchaser\'s complaints/general enquiries in a timely manner. * TCS Initiatives

To ensure all TCS initiatives objectives are met.

Education/Professional Qualification

Professional Experience

Competencies

L2 ACE Building Effective Teams

L2 ACE Continuous Learning

L2 ACE Developing Talent

L2 ACE Driving Success

L2 ACE Stakeholder Management

L2 ACE Strategic Visioning

P2 - Attention to Details (Quality Orientation)

P2 - Project Cost Management

P2 - Project Management

P2 - Project Quality Management

P2 - Project Time Management

P3 - Statutory and Legal Compliance

Risk Management

Governance, Risk and Integrity:

Understand, at minimal:

• The Group and BU/OU/Support Department governance structure and process;
• BU/OU/Support Department operating parameters;
• Laws, rules and regulations impacting BU/OU/Support Department area of operations;
• The Group\'s principles and requirements of the Group\'s Code of Business Conduct ("COBC"), Group Policies and Authorities (\xe2\x80\x9cGPA\xe2\x80\x9d) and related policies and procedures.
• The basic application of risk management in the BU/OU/Support Department area of operations;

[the above is collectively known as \xe2\x80\x9crequirements\xe2\x80\x9d]

Drive, lead and/or assist in:

• Maintaining compliance to the requirements.
• Guiding others, where required.
• Raise concerns and seek guidance when in doubt.

Sime Darby Property