The After-Sales Assistant provides administrative, coordination, and customer service support for residential units after handover. Key responsibilities include managing the help desk, logging and following up on customer complaints, coordinating communication between homeowners and site teams, and assisting during handover periods. The role also records and escalates basic technical issues accurately to the After-Sales Manager and relevant teams.

1. Executive & Back Office Support

• Assist the After-Sales Co-ordinator in day-to-day administrative and coordination tasks.

• Manage correspondence, schedules, trackers, and filing related to after-sales activities.

• Prepare summaries, basic reports, and follow-up lists for defects, complaints, and open tickets.

• Ensure continuity of office operations when the After-Sales Co-ordinator is on site or unavailable.

2. Help Desk & Complaint Management

• Act as the first point of contact for property owners and syndics regarding after-sales issues.

• Receive, record, and log complaints and service requests via email, phone, or help desk system (HUB-SPOT).

• Issue help tickets and assign them to the appropriate internal teams or contractors as instructed.

• Track tickets from opening to closure, ensuring timely follow-up and proper documentation.

• Maintain accurate and up-to-date records of all complaints and actions taken.

3. Communication & Escalation

• Identify urgent or emergency issues and immediately advise the After-Sales Co-ordinator and/or site team.

• Liaise with site teams, contractors, and consultants for scheduling inspections or corrective works.

• Keep property owners informed of progress, timelines, and completion status in a professional manner.

• Escalate unresolved, recurring, or sensitive issues with clear factual reporting.

4. Support During Handing Over Phase

• Assist during the handover of residential units, particularly when multiple handovers occur simultaneously.

• Support preparation of handover documentation, checklists, snag lists, and records.

• Assist owners during handover visits by explaining after-sales channels and reporting processes.

• Ensure handover records are properly completed, filed, and shared with relevant teams.

5. After-Sales Administration (DLP / Decennial Period)

• Maintain trackers and records for defects reported during the Defects Liability Period and Decennial Guarantee period.

• Support correspondence with owners to acknowledge issues and track guarantee timelines.

• Assist in monitoring expiry dates of applicable guarantee periods and flag them to the After-Sales Manager.

• Ensure all documentation is properly archived on shared systems (e.g. SharePoint).

6. Reporting & Record Keeping

• Compile basic reports and summaries on complaints, response times, and outstanding issues.

• Maintain clear photographic and written records where provided by site teams or owners.

• Highlight recurring issues or trends to the After-Sales Co-ordinator for awareness.

7. Operational Duties

• Perform administrative duties as required within the Sales / After-Sales Department.

• Provide logistical and coordination support during peak periods or special after-sales operations.

• Assist with communication and scheduling for site visits involving owners or contractors.

8. Others

• Minimum qualification: HSC or equivalent.

• 1–2 years’ experience in after-sales service, customer support, property management, or a related administrative role.

• Very Basic understanding of building defects, maintenance issues, and construction terminology.

• Ability to understand reported technical issues and relay them clearly (no technical troubleshooting required).

• Strong organisational and follow-up skills.

• Customer-focused approach with the ability to handle complaints calmly and professionally.

• Good written and verbal communication skills.

• Computer literate and comfortable using trackers, shared folders, and help desk systems.

• Discretion, integrity, and professionalism.