Role of the position : Receive instructions directly from the Customer Service Manager. Ensure to check and overall, the property of residents; acts as a liaison between the residents and the various departments. Coordinate with Customer Service Manager for necessary tasks.

Handover and Takeover Residence Units

• Coordinate with the Sales & Leasing Team for the handover date and owner / tenant information.
• Conduct the first inspection of the unit with the Project Development Team (for unsold unit only) and Engineering Maintenance Team, Housekeeping team and Security Team and list out any defects found. Inform the Project Development Team (for unsold unit only) and Engineering Maintenance Team to rectify the defects before the handover date.
• Check the inventory list, including keys, kitchen appliances, welcome gift, air conditioning, sanitary ware, façade, and lighting, to ensure everything is in order.
• Record the condition (e.g., photos record) of the residence unit before and after the handover / lease.
• Ensure that all legal and administrative requirements, such as power of attorney for property (POA), leasing agreement, permits and licenses, are obtained before handover.
• Handover all relevant documents, such as the tenant agreement and inventory list, to the new tenant or owner and keep them in the file in coordination with Sale and Leasing Team and verify by Property Manager and Customer Services Manager.
• After cleaning and fixing the defects, conduct a final inspection of the unit to ensure a smooth handover day.

Prepare the list of handover documents

• Coordinate with the Sales and Leasing team or property owners (if resale unit) to obtain necessary handover documents such as proof of ownership, POA, identity documents, and payment receipts.  Ensure that there are no overdue payments from residents by coordinating with the financial team and following up with residents who have missed payments.
• Ensure that all required documents are properly completed, signed, and stamped by the relevant parties.
• Review the POA / lease agreement and ensure that it accurately reflects the terms and conditions agreed upon by both parties in coordination with Sales and Leasing Team / agents.
• Ensure that all confidential and sensitive information is securely stored and handled in compliance with the company's data protection policies and regulations.

CRM System

• Set up and maintain the CRM system
• Keep the CRM system up-to-date
• Respond to inquiries and requests
• Generate reports and analyze data
• Train users
• Ensure data security and compliance

Fit-Out

• Assist the owner/contractor in filling up the fit-out form and provide guidance on the fitting out guidelines.
• Coordinate with the Engineering Team for the fit-out drawing submission and obtain approval from the Property Management before proceeding with the work.
• Conduct inspection of the common area during the fit-out period and take necessary action to prevent damage to the property.
• Conduct final inspection of the unit with the Engineering Team after the fit-out work is completed. Ensure all fittings, installations, and testing have been completed in compliance with relevant safety codes and standards, including electrical installation, plumbing and drainage work, and waterproofing work. Witness the fitting out test and ensure that all defects have been rectified.
• Maintain records of all fit-out work in the property management system and update the Resident Master File accordingly.
• Liaise with the owner/contractor and Engineering Team for any rectification work required after the fit-out work is completed.
• Ensure that all fit-out work is carried out in compliance with the Property House Rules and Fitting out guidelines and local regulations in coordinate with Engineering Operational Manager.
• Provide regular updates to the Resident Master File to ensure that the information is accurate and up-to-date and report Property Manager and Customer Manager regularly.

Documentation and Reporting

• Filing the unit information such as invoices, receipts, correspondence, handover and takeover information, tenant information, reminders, etc.
• Preparing notices such as electricity power outage, reminder letters, event schedules, A/C cleaning schedules, ad-hoc issues, and housekeeping schedules.
• Updating and reporting to the Property Manager on the Resident master file, Car Parking Owner file, Visitor Car Parking file and Car Parking Rental file.
• Assisting the Customer Service team in printing out forms such as Car parking Rental Form, Service lift booking Form, Notice, etc.
• Calling and chasing outstanding units assigned by the Property Manager and updating and reporting to the Property Manager weekly. Spot checking Vehicle Access Main Gates and Residence Concierge Counters for access control of visitors, movers and contractors.
• Preparing daily/monthly/quarterly records concerning residential information & history.
• Maintaining accurate records of all communication and correspondence related to the property.

Pending List Follow-Up

• Check the Customer Service daily report and follow up if the case is pending for more than the agreed timeframe.
• Follow up with the relevant parties such as contractors, tenants, and owners to ensure that pending issues are resolved promptly.
• Update the Customer Service Management (CSM) on the progress of the pending cases regularly.

Round check

• Conduct round checks at least once a week in all common areas, including lobbies, corridors, elevators, staircases, parking lots, and other facilities.
• Check for any water leaks, damages, or defects in the building structure, electrical systems, plumbing, and other facilities in coordination with Engineering Team.
• Monitor the performance of housekeeping, security, and engineering staff and provide feedback to the management team.
• Respond to any emergencies or incidents that may occur during the round checks and coordinate with relevant departments to resolve the issues.
• Ensure that any issues or concerns raised during the round checks are documented and addressed in a timely manner.

Supervisory responsibilities

• Supervise and oversee the daily activities of the customer services executives.
• Provide guidance, support, and training to subordinate staff on property management processes and procedures.
• Develop and implement standard operating procedures for property management activities and processes.
• Prepare the monthly duty roster and arrange duty relievers as needed.
• Collect leave forms from subordinates and submit them for approval.

Qualifications:
- Bachelor’s degree in any fields 

- Good knowledge of property management
- Good interpersonal skill with highly self-motivated and multi-tasking personality.
- Computer Literacy
- 3 years working experience. Relevant work experience in property management 
- Willing to work in weekend and public holidays in roster basis.

- English language proficiency is a must.

- Can communicate well between Owners & Tenants.