JOB SCOPE

• Handle customer inquiries via phone calls, emails, and face-to-face appointments regarding post-handover property defects and complaints.

• Log, update, and maintain accurate defect records and customer correspondence in Salesforce (or the designated system).

• Track pending issues, monitor defect aging (especially items over 30 days), and escalate recurring issues to full-time staff.

• Forward technical matters and defect rectification tasks to full-time staff (you will not manage contractors or perform technical inspections).

• Ensure proper documentation is kept, including photographs, inspection records, and closure evidence.

• Prepare and serve coffee for customers and visitors arriving at the office.

REQUIREMENTS

• Strong customer service and communication skills.

• Good administrative, organizational, and documentation skills.

• Able to handle customer complaints professionally and manage expectations under pressure.

• Comfortable learning and using systems like Salesforce for daily data entry.

WORKING CONDITIONS

• Indoor office environment.

• Frequent customer-facing interactions with homeowners.

IMPORTANT

Your role is strictly focused on administrative support, documentation, and customer communication. All technical inspections, contractor management, and final operational decisions will be handled by full-time staff.