Overview
Responsible for managing and overseeing post-sales customer service operations, including contract management, debt collection, property handover, and the delivery and receipt of land use right and ownership certificate dossiers.
Responsibility
1. Contract & Legal File Management
- Manage the end-to-end sales contract process: drafting, reviewing, issuing, archiving, and handing over to customers.
- Ensure accuracy of product and sales policy information across systems (e.g., SAP, Landsoft).
- Work with Lawyer to resolve disputes, amend contracts, and ensure legal compliance.
- Maintain standard contract templates and track the fulfillment of contractual obligations among stakeholders.
2. Debt Collection
2.1 Develop and Implement Debt Collection Strategy
- Develop and implement effective and timely debt recovery strategies.
- Ensure collection procedures comply with legal regulations and company policies.
2.2. Monitor and Evaluate Collection Performance
- Oversee collection activities and evaluate team performance.
- Ensure collection efforts meet the company's financial targets.
- Minimize bad debt risks through proactive prevention and timely resolution.
2.3. Customer Relationship Management in Debt Context
- Foster strong customer relationships to support smooth debt recovery.
- Resolve debt-related disputes and complaints in a professional manner.
- Utilize Technology and Management Systems
- Use debt management tools and systems to monitor and analyze performance.
- Ensure debt data is accurately updated and well-managed.
2.4 Utilize Technology and Management Systems
- Use debt management tools and systems to monitor and analyze performance.
- Ensure debt data is accurately updated and well-managed.
3.
3.1 Property Handover & After-sales
- Manage the property handover process to ensure compliance with quality standards and committed timelines.
- Coordinate with relevant departments to promptly address any issues arising during the handover process.
- Collaborate with engineering and construction teams to inspect, assess, and prepare properties for handover.
3.2. Post-Handover Customer Support
- Ensure support services are available to customers during the initial post-handover phase.
- Handle customer requests and feedback promptly and effectively.
- Monitor customer satisfaction after handover and propose improvements to enhance service quality.
4. Collect document and title Certificate (Ownership) Management
- Oversee the end-to-end process of document collection, archiving, and issuance of ownership certificates in compliance with legal regulations.
- Coordinate with internal teams and authorities to ensure timely document collection & issuance of ownership certificates
- Monitor receivables linked to handover and title milestones to secure revenue targets.
5. Budget & Performance Management
- Plan and manage the division's budget efficiently.
- Monitor KPIs: CSAT score, on-time handover rate, title certificate delivery rate, overdue receivables.
Required skills and behaviors
1. Background / Experience
- Bachelor's degree in Marketing, Business Administration, or a related field.
- Minimum 10 years of experience in post-sales customer service, including at least 3 years in a similar managerial role.
- Experience in the real estate industry is preferred.
- Fluent in English.
2. Knowledge, Specific job skills, and Abilities
- Knowledge of customer service management methods and strategies.
- Understanding of customer service procedures and standards.
- In-depth understanding of contract management principles, procedures, and relevant legal regulations.
- Knowledge of regulations and procedures related to real estate title issuance, transfer, and management.
- Familiarity with real estate handover procedures and legal requirements.
- Understanding of the real estate market and factors influencing property value.
- Knowledge of effective debt collection methods and processes.
- Legal knowledge related to debt recovery.
- Solid knowledge of business administration, corporate law, finance, and accounting.
- Understanding of budgeting, financial planning, and analysis.
- nowledge of administrative operations and corporate asset management.
- Knowledge of partner relationship management and strategic business collaboration.
- Strong negotiation and contract management skills.
- Ability to draft, analyze, and negotiate commercial contracts.
- Data analysis and strategic decision-making skills.
- Ability to evaluate performance and propose improvement initiatives.
- Comprehensive project management skills: planning, execution, monitoring, and evaluation.
- Ability to monitor project timelines and ensure budget compliance.
- Proficient in contract management tools and related software.
- Skilled in using data analysis and management tools.
3. Mindsets & behaviors
- Leadership and organizational skills.
- Interaction, communication, and presentation skills.
- Ability to develop, motivate the team, and adapt to environmental changes.
- Develop dispute resolution processes, manage and avoid conflicts.
- Creative, up-to-date with market trends.
- Achievement-oriented and strong guiding abilities.
- Sense of responsibility
