Job Description

Property Handover Coordinator :
 Job description  :

 

Position Purpose:

 

The job holder is responsible for meeting and assisting
customers with regards to their queries on their properties. In addition they
are responsible for handing over of keys to customers, conducting Home
Orientations and co-ordinating for handover of projects.

 

Position Responsibilities/Key Accountabilities:

 

Communication:

 


Handles all complaints
and customer queries receives through walk in fax, letters and e-mails and
resolves their issues within specified timelines (as per SLA and use of
priorities)
Conducts necessary
research and follows up with other departments on behalf of the customer
before coming up with recommendations.
Provides clarification
to customers with regard to Customer Life Cycle Policies & Procedures.
Provides customers with
high level of service as per agreed department SLAs and MBOs to achieve
defined customer satisfaction level via professional and timely problem
resolution, product knowledge and status update, willingness to help,
timely call back and quick turn-around time in accordance with defined
SLAs.
Plans for the Customer
Home Orientations for the existing day.
Conducts pre-checks for
the next day, to ensure that unit is clean and utilities are connected.
Contact customers one
day prior the Home Orientation to reconfirm the Home Orientation and the
documents required for it.
Escorts customers to
their home based on the Home Orientation schedule prepared by the
communication team.
Updates customer on the
facilities/amenities/retail outlets available in their community.
Hands over keys, manuals
and other relevant documents to customers after verification of the
necessary documents.
Handles Land
registration & Pre-registration transactions for customers.


 

 

 

Administration:

 

Ensures that all correspondences are updated in system.

Ensures smooth coordination with other department with
regard to the customer queries.

Maintains accurate customer history in Hub spot via
‘Interactions’ and ‘Service Requests’ and regularly update the relevant
milestones.

Monitors and regularly updates the customers on the status
of their snags.

Provides immediate line manager feedback received from the
customers.

Meetings:

 

Attends site visits for the upcoming projects in order to be
able to respond efficiently to customer queries.

Attends weekly staff meetings and proactively raises issues
for group discussions and information sharing.

Attends identified trainings to develop relevant knowledge
and skills.

Completes assigned tasks within given deadlines

 

Job Context:

 

The job holder will work closely internally with Senior
Executive and as well as externally with homeowners within the context of
company policies, standard operating procedures and objectives as approved by
Company Management

 

Skills:

 

Excellent organizational and interpersonal skills.

Excellent communication skills both written and verbal,

Self-starter with initiative to handle all levels of contact

Ability to interact tactfully and effectively with
customers, occasionally in situations where relationships may be strained.

Ability to communicate clearly and precisely (oral and
written)

Ability to integrate well into teams & work towards
achieving team results.

Qualification:

 

Doesn’t matter if you have the right skills

Experience:

 

Minimum of 2 years’ experience in Administration or Customer
Services.

This posting is just an outline of the basic
responsibilities and requirements for the position, there is more to being a
member of the team, so just keep in mind that this is not a comprehensive list
of everything the job will entail. Your duties, responsibilities and activities
may change as per business requirements.

 

Required Knowledge, Skills, and Abilities

• customer service
• complaint handling

Education + Experience

• Qualification: Degree