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Executive, Customer Experience
Role Overview
We are seeking a proactive, detail-oriented, and customer-focused to join us as theCustomer Experience Executive with hands-on experience in Vacant Possession (VP) and Defects Management within a property developer environment. The successful candidate will be responsible for coordinating the end-to-end VP process, managing defect rectification matters, and ensuring a smooth and positive homeowner experience throughout the handover stage of a luxury residential development. This role requires strong coordination skills, responsiveness, and the ability to work closely with homeowners, contractors, consultants, and internal departments to ensure timely resolution of issues and high service standards.Candidates with prior experience handling VP operations, defect tracking, contractor coordination, and homeowner communications in the property development industry will be highly preferred.
This position is offered on a 1-year fixed-term contract, with the possibility of renewal based on performance and business requirements.
Key Responsibilities
1. Vacant Possession (VP) Coordination- Schedule and coordinate VP appointments with homeowners
- Prepare handover documents, keys, and welcome kits
- Support unit handover sessions and briefings
- Ensure all documents are properly signed and recorded
- Maintain accurate homeowner records
- Monitor and manage defect cases submitted via the VP apps
- Monitor rectification progress and maintain tracking logs
- Follow up with contractors and consultants on timelines
- Arrange inspections and repair appointments
- Ensure proper documentation and closure of defects
- Act as a secondary point of contact handling enquiries related to VP and defects
- Provide timely updates on defect rectification
- Maintain professional and courteous communication
- Maintain proper filing and documentation
- Assist in preparing reports (VP progress, defect status, feedback)
- Coordinate with project team, contractors, consultants, and property management
Requirements
Experience- Minimum 2–3 years in property development, property management, customer service, or related field
- Exposure to VP processes and defect management is an advantage
- Experience in residential or luxury developments preferred
- Strong organisational and coordination skills
- Detail-oriented with good administrative abilities
- Good communication and interpersonal skills
- Proactive and able to multitask effectively
- Professional, service-oriented, and customer-focused
- Good command of English
- Mandarin and/or Bahasa Malaysia is an added advantage
Why Join Us
- Be part of a luxury residential development project
- Gain hands-on exposure to end-to-end VP and defect management
- Work closely with multiple stakeholders in a dynamic environment
