Handover Executive

The Handover Executive is responsible for managing the customer journey from unit readiness to successful property handover. The role ensures seamless coordination between internal departments and customers, delivering a high-quality handover experience that strengthens customer satisfaction, brand reputation, and long-term relationships.

Key Responsibilities

1. Customer Journey Management

• Act as the primary point of contact for customers during the pre-handover and handover stages.
• Guide customers through the handover process, explaining timelines, documentation, and requirements.
• Maintain consistent and professional communication to ensure a positive customer experience.
• Verify completion status, snag clearance, and payment clearance before scheduling handover.
• Ensure all required documentation is complete prior to handover appointment.

2. Inspection & Snagging Process

• Schedule and conduct unit inspections with customers.
• Record snags/defects and coordinate with relevant teams for rectification.
• Follow up to ensure timely closure of snags before final handover.

3. Documentation & System Management

• Prepare and manage handover documentation (clearance forms, acknowledgment letters, manuals).
• Ensure all documentation is uploaded and updated in the CRM system.
• Maintain accurate customer records and handover status tracking.

4. Key Handover & Customer Orientation

• Conduct official key handover and obtain customer sign-off.
• Provide customers with warranty documents, property manuals, and contact details for after-sales support.
• Educate customers on defect liability period and post-handover procedures.

5. Post-Handover Follow-Up

• Coordinate with Facilities Management for service transition.
• Handle initial post-handover queries and complaints.
• Monitor customer satisfaction and escalate issues when required.

Qualifications

• Bachelor’s degree in Business Administration, Real Estate, Marketing, or related field.
• 2–4 years of experience in CRM, customer service, or real estate handover.
• Experience in real estate development industry preferred.

Skills & Competencies

• Strong customer relationship and stakeholder management skills.
• Excellent verbal and written communication.
• Conflict resolution and problem-solving ability.
• High attention to detail and documentation accuracy.
• Proficiency in CRM systems (e.g., Salesforce, Oracle, or similar).
• Ability to manage multiple handovers simultaneously.
• Customer-centric mindset.

Job Type: Full-time