Customer Service Turnover Specialist

Golden Topper is an emerging real estate developer whose mission is to redefine city skylines across the Philippines and innovate the real estate landscape with world-class residences. Armed with extensive experience and leadership in residential development abroad, Golden Topper aims to bring sustainable development, high-value properties, and innovative home solutions to cater to even the most discerning lifestyles. Each project has been crafted with precision to engage, inspire senses, and provide comfortable living spaces.

As Golden Topper continues to grow, we are looking for a lot of great talents from different walks of life who can bring their individualities and creativity to strive excellence, attain rewards and achieve their full potentials with us.

The Customer Service Specialist is responsible for providing end-to-end customer service support throughout the unit turnover process, ensuring a seamless and positive experience for buyers. The role involves coordinating with internal departments, facilitating buyer communications, monitoring turnover readiness, and addressing post-turnover concerns while maintaining accurate records and ensuring compliance with company policies and service standards.

Duties and Responsibilities:

• Respond to buyer inquiries received through telephone calls, emails, social media platforms, and walk-in visits regarding unit status, turnover schedules, account updates, and related concerns.
• Conduct buyer notifications through phone calls, emails, SMS, and social media messaging platforms regarding unit availability for viewing, inspection, acceptance, and turnover activities.
• Monitor unit readiness by closely coordinating with Engineering, Property Management Office (PMO), and other concerned departments to ensure units are completed, presentable, and ready for turnover.
• Coordinate and schedule buyer appointments for unit viewing, inspection, acceptance, and turnover while ensuring efficient calendar management.
• Facilitate and assist buyers during unit viewing, inspection, and turnover activities to deliver a smooth, professional, and satisfactory customer experience.
• Assist prospective buyers by providing accurate project information, unit details, and account status updates.
• Maintain, monitor, and regularly update turnover monitoring tools, databases, reports, and trackers to ensure accurate documentation and timely follow-ups.
• Receive, safeguard, monitor, and facilitate the proper issuance, return, and transfer of unit keys for rectification works, inspections, and turnover activities.
• Coordinate and participate in joint inspections with Engineering and the Property Management Office (PMO) to validate turnover readiness and ensure all punch list items have been completed and closed.
• Handle warranty-related concerns by coordinating with the appropriate departments to ensure timely rectification and resolution of reported issues.
• Address homeowner inquiries, requests, and post-turnover concerns while ensuring prompt resolution and excellent customer service.
• Facilitate buyer invitations for the execution of the Deed of Absolute Sale (DOAS) and provide end-to-end assistance throughout the document signing process in close coordination with the Legal Team.
• Prepare, maintain, and submit reports related to turnover activities, buyer communications, and operational monitoring as required by Management.
• Ensure compliance with company policies, service standards, and established turnover procedures.
• Perform other related duties, special projects, and assignments that may be assigned by the Immediate Supervisor and Management from time to time.

Qualifications:

• Graduate of Business related course
• Preferably with 1 - 2 years of experience in customer service- turnover
• Knowledgeable in Sales operations management, sales administration, sales support
• Proficient in MS Office (Word, Excel, PowerPoint)
• Excellent Interpersonal Skill
• Has the ability to multi-task
• Good Problem-solving Skill