Customer Care Co-ordinator

Concord Pacific Developments Inc. is Canada’s largest master-planned community builder. It was formed in 1987 to develop Concord Pacific Place on the former Expo lands in downtown Vancouver, Canada.

Concord has not only transformed the Concord Pacific Place Vancouver skyline, the Group also built the second largest master-planned community, Concord CityPlace in Toronto (Concord Adex), in addition to other communities of scale across the country with expansion also to London, United Kingdom and Seattle, United States. Concord has built over 150 towers with additional 50 in various stages of planning and development. Concord is committed to a multitude of neighbourhood and city-wide community sponsorships and charities. It has also been making art accessible to the community neighbourhoods by establishing Canada’s largest public art program.

Over the past 30 years, The Concord Group of companies has also diversified into business sectors such as: software and information technology, telecommunications, and green energy projects in solar, wind and hydroelectric power generation.

We are looking for a Customer Care Coordinator to join the team and support its operations in the Greater Vancouver area

CANDIDATE REQUIREMENT:

– Mature individual, open personality, able and willing to listen and responsive.

– Interpersonal skill required as a team player

– Bilingual [Mandarin/English] communications

– Writing skill is required

– Must have Computer skills and logic.

– Team player

– Common Sense with initiative to deal with customer’s concern and give review. Offer solutions on resolving issue.

– Good communicator & customer service oriented [internal and external]

– Work in similar nature of business [real estate developer / condominium construction] or Capability to be trained and follow new protocols.

– Have experience of dealing with people, tradesman in the previous job roles or customer service related.

– Have experience in dealing with difficult customers & customer service complaints.

– Problem solving skills is required.

– Interested learning new database application software and equipment

– Daily entry and manipulates of customer service data in job roles

– Good time management and responsible on all follow-ups

– Good record keeping/filing [internal and external correspondence]

– May drive to different site locations

SCOPE OF ROLE:

PRE-COMPLETION & HANDOVER

– Join Customer Service team members to accomplish every new project between pre-completion and key handover program. It takes 2-3 months.

– Department review with Construction and Marketing staff on features and finishing standards (during construction phases)

– Follow Project Timelines.

– Complete full pre-inspections together with Customer Service team members.

– Carry out pre- inspection with purchasers and explain in-suite features, address their questions; and issue purchaser’s concern with clarity to construction team during on-site program (by appointments).

– Well keeping of correspondences in respective of suite issues and warranty claims.

– Capable to answer questions re: issue handling.

POST-COMPLETION & WARRANTY SERVICE

– Review incoming/ on-Line Customer Service Request (CSR)

– CSR/ Make courtesy acknowledgement to the homeowners via email.

– Data entries at your own desktop (developer will give training)

– On site review require to clarify the service request items or concerns.

– Prepare work orders and liaise with Construction/Warranty dept.

– Handle issues (i.e. construction deficiency, warranty items, purchasers complaints, design issues, questions about procedure, etc.) received via telephone calls and email/written from purchasers; address their concerns or direct them to appropriate parties.

– Close follow up through to closure of the file. Interim communication to Owners.

– Liaise with the Construction/Warranty Services, Homeowner Warranty Provider and Property Management on building concerns/technical issues.

Must be legally eligible to work in Canada and be located in Vancouver and with the ability to work on-site

Job Type: Full-time

Ability to commute/relocate:

• Vancouver, BC V6Z 2R6: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Support & Client Services Occupations: 2 years (required)