Executive, Eco World Residence Club

It's fun to work in a company where people truly BELIEVE in what they're doing!

Role Summary:
Administer the vacant possession process, oversee defect rectifications, manage customer feedback, and ensure services are delivered in line with Eco World Class standards.

Key Outcomes:
• Operational Efficiency: Ensure smooth transition during handing over processes.
• Customer Resolution: Attend and resolve customer feedback effectively.
• Team Collaboration: Coordinate with internal teams and contractors to ensure timely defect rectification.
• Documentation Compliance: Maintain accurate reports and defect rectification records.

Key Responsibilities:
Support to Customer Service Operations
• Implements handing over processes and building defect management activities in accordance with Eco World SOPs.
• Supports smooth operational flow across developments through efficient task execution.
• Collaborates with internal departments and contractors to ensure completion of defect works on time.
Defect & Complaint Management
• Addresses customer feedback professionally and proposes solutions aligned with service standards.
• Implements effective follow-up measures to ensure prompt closure of complaints.
• Reviews complaint trends and supports continuous service improvement initiatives.
Team Coordination & Delegation
• Supports the team by following up on task completion related to operations and defect management. 
• Assists in compiling reports and updates to assist managers in evaluating operational efficiency. 
• Participates in training sessions and operational reviews to maintain consistent service delivery.
Community Maintenance & Security
• Coordinates with maintenance and security teams to achieve operational standards efficiently.
• Liaises with system vendors to review system functionality and address setbacks proactively.
Reporting & Documentation
• Prepares and follows up on documentation, reports, and photographic records for defect management.
• Ensures timely submission of reports and documentation as per Eco World SOPs.
• Maintains accurate records for tracking operational and customer service activities.

Core Competencies & Technical Expertise:
Technical Competencies
• Defect & Complaint Management – Expedites complaint handling and feedback resolution.
• Customer Communication – Communicates solutions and updates customers proactively.
• Operational Execution – Carries out customer service operations and documentation duties.
• Collaboration with Vendors – Works with maintenance and security vendors for service delivery.
• Performance Monitoring – Tracks complaint closure and operational service quality.
• Strong organizational and communication abilities with proactive customer service orientation.
Operational Management
• Operational Coordination – Executes service processes consistently and efficiently.
• Customer Handling Support – Provides guidance in resolving complaints professionally.
• Follow-Up & Monitoring – Ensures tasks related to complaints are completed accurately.
• Service Standards Compliance – Supports adherence to Eco World service benchmarks.
Mindset & Behaviours
• Customer-Focused – Prioritizes customer satisfaction through efficient responses.
• Accountable & Committed – Performs tasks diligently and reports performance regularly.
• Proactive & Problem-Solving – Proposes alternative solutions when resolving issues.
• Resilient Under Pressure – Balances multiple complaints and administrative tasks efficiently.
Tools & Methodologies
• Defect Management System – Records defect cases and service resolutions.
• Training Logs & Performance Dashboards – Documents customer interaction 
improvements.
• Customer Feedback Analysis Tools – Compiles feedback to suggest improvements.
• Service KPI Trackers – Monitors complaint resolution times and service effectiveness.

Qualifications and Experience
Educational Background
• Degree/Diploma in Business Studies, Administration, Management, or equivalent.
Experience Requirements
• Minimum 2 years’ experience in customer service/hospitality field

The selection process may take some time as we carefully consider each talent that comes our way.  Please note that we will only be in contact with successfully shortlisted candidates for the next phase of the recruitment process within 2-4 weeks. We truly appreciate your interest and always look forward to meeting great people who’d like to work with us!