The Handover Officer is responsible for guiding clients through the snagging, de-snagging, and key handover processes. This role requires ensuring that each unit is ready for handover by conducting thorough pre-checks, coordinating with internal teams, and maintaining detailed daily reports. The ideal candidate is proactive, detail-oriented, and skilled at managing client appointments and resolving issues before they escalate. This role is focused on providing exceptional customer service by explaining property features, common areas, and addressing any concerns during the orientation. The ideal candidate should also be personable, well-organized, and have a strong customer-centric approach.
Responsibilities:
Client Engagement & Unit Walk-Through:
- Accompany clients during the snagging, de-snagging, and key handover sessions.
- Walk with the client through the unit, explaining processes and addressing queries.
- Lead comprehensive home orientation sessions for new homeowners, explaining the features, amenities, and operational aspects of their properties.
- Ensure that homeowners are well-informed about the handover process, timelines, and any post-handover services.
Pre-Handover Checks & Readiness Verification:
- Visit the unit one day before the scheduled snagging/de-snagging or key handover to ensure it is fully prepared.
- Conduct a follow-up check first thing in the morning on the day of the appointment, confirming that the unit is ready and obtain a sign-off from the owner.
- Ensure that if required, air fragrance is applied in the corridors and inside the unit to create a welcoming environment.
Coordination & System Verification:
- Coordinate with the Customer Happiness Team to verify that all financial clearances and payment requirements are met prior to handover.
- Collaborate with the PQA Officers to relay any customer feedback or concerns regarding property quality.
- Verify that all building systems (e.g., security, access controls, utilities) are functioning properly before handover.
Reporting & Escalation:
- Prepare and submit daily reports summarizing unit status, client feedback, and any issues encountered during the handover process.
- Check daily appointment reports to ensure all scheduled handover activities are on track.
- Escalate any delays or challenges in snagging closure to the management promptly.
General Coordination & Follow-Up:
- Maintain open communication with project management, PQA officers, and customer service teams to ensure a seamless handover process.
- Provide timely follow-ups on any unresolved issues, ensuring prompt resolution and customer satisfaction.
Customer Service Excellence:
- Provide a high level of personalized customer service, ensuring each homeowner feels valued and informed.
- Resolve any immediate issues during the orientation phase and escalate them when necessary.
Perform additional tasks as assigned by the management. These tasks may not be explicitly stated in this job description but are essential to the overall success of the department and company
Qualifications:
- 1-2 years experience in customer service, real estate, or property management roles.
- Bachelor's degree in Business, Hospitality, Real Estate, or a related field, or equivalent experience.
- Demonstrated ability to conduct detailed property walkthroughs, coordinate appointments, and manage handover processes.
- Certification or formal training in customer service or property management.
