Property Consultant

Job Role :The Home Orientation 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.Accountabilities (Role & 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 servicesPre-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 satisfactionCustomer 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.Educational Qualifications & Certifications :Bachelor’s degree in Business, Hospitality, Real Estate, or a related field, or equivalent experience.Certification or formal training in customer service or property management.Additional certification in real estate sales, customer experience management, or home staging. (Preferred)Specialized training in property handover processes or client relationship management. (Preferred)Experience Requirements (Abilities / Knowledge)2–3 years’ experience in customer service, real estate, or property management roles.Demonstrated ability to conduct detailed property walkthroughs, coordinate appointments, and manage handover processes.Direct experience with property handover, snagging, and de-snagging processes. (Preferred)Familiarity with scheduling systems, CRM or property management software, and coordinating with cross-functional teams (e.g., finance, sales, developers’ customer happiness teams). (Preferred)TECHNICAL SKILLSAbility to assess and verify unit readiness including functionality of building systems (security, utilities, etc.) and overall presentation (e.g., air fragrance application).Proficiency in using Customer Relationship Management (CRM) systems and scheduling software to manage appointments and daily reports.Understanding of property handover processes including snagging, de-snagging, and key handover procedures.Skill in preparing detailed daily reports and using digital tools to capture customer feedback and unit readiness.COMPETENCIESStrong interpersonal skills with a customer-first mindset to ensure a positive client experience during handover.Initiative in identifying potential delays or issues and taking prompt action to resolve them.Ability to adjust to changing schedules and client needs, ensuring smooth and responsive handover processes.Excellent time management and multitasking abilities to handle multiple appointments and follow-ups efficiently.