Job Description

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- Possessions & Customer Experience Executive
Position Overview
We are seeking a dynamic and customer-centric professional with a pleasing personality to manage end-to-end home possession activities. The role requires strong coordination skills, hands-on possession management experience, and the ability to provide an exceptional customer experience throughout the handover journey.
Key Responsibilities
1. Possession Management

• Identify, record, track, and coordinate closure of snags/de-snags for individual flats.
• Manage large volumes of possessions efficiently with structured scheduling and follow-ups.
• Ensure overall flat readiness from a customer perspective before possession.
• Conduct flat readiness inspections and accompany customers during the handover process.
• Prepare and maintain possession documentation, checklists, and handover records.

2. Customer Experience & Communication

• Act as the primary customer-facing representative with a courteous, polite, and professional demeanour.
• Handle customer complaints tactfully and ensure timely resolution by liaising with internal departments.
• Respond to customer calls and emails within defined timelines and update the system accordingly.
• Build strong customer relationships to maximise CSAT scores and encourage customer referrals.

3. Coordination & Reporting

• Coordinate with construction, projects, CRM, and other internal teams for snag closure and query resolution.
• Use Excel to generate, maintain, and analyse possession-related reports.
• Understand parking plans and allocate parking slots across the customer base as per guidelines.
• System knowledge of SAP/ SFDC.

Required Skills & Competencies

• Pleasing personality with strong customer-facing skills.
• Experience in handling high-volume possession handovers.
• Strong understanding of snag identification, de-snagging, and closure processes.
• Excellent verbal and written communication skills.
• Proficient in MS Excel and basic reporting.
• Ability to work cross-functionally and manage multiple priorities.
• Customer-first mindset with a commitment to service excellence.

Preferred Background

• Experience in real estate customer relations, handovers, or facility management roles.
• Knowledge of possession processes and parking allocation is an added advantage.

Skills Required