Manager, Sales Administration And Customer Service

Position Overview:
The Manager, Sales Administration and Customer Service plays a key role in overseeing the entire Sales Administrative Support function, ensuring full compliance with standard operating procedures (SOPs) and documentation requirements. This position is responsible for maintaining a premium customer service standard for both local and international residential buyers.
As a central coordination point between internal teams and external agencies, this role ensures smooth project execution, high customer satisfaction, and accurate performance tracking. The incumbent will also oversee revenue recognition processes, sales documentation accuracy, and commission calculation for both the in-house sales team and agency partners - supporting overall business performance and operational excellence.
Responsibilities:
1. Sales Administration Leadership
• Manage day-to-day sales supporting administrative operations for the residential project following the approved residential sales SOP.
• Prepare and manage all sales documentation, including booking forms, deposit agreement, sales purchasing agreement and all other required contracts aligning with payment schedules and construction progress until hand-over stage.
• Maintain accurate records of buyer database, transactions and liaise with legal and finance teams to ensure compliance and timely processing.
• Collaborate with Sales Manager to support sales agents with administrative tasks, update the daily property inventory to support sales agents to choose the available housing unit and avoid any duplicated buyers for one single unit.
• Guide the admin member to prepare sales and commission calculation report to reconcile with Accounting team before submitting for commission payment procedure.
• Monitor and lead sales admin team to ensure the day-to-day database update on residential sales platform and prepare all reports of inventory stock, from booking to sold status breakdown by sales inhouse and external agencies.
• Ensure top confidential level for all sales and buyer database in both documentation and sales management platform following SOP.
2. Customer Service
• Act as the first point of contact for client inquiries via phone, email, and in-person.
• Collaborate with the sales team and other relevant departments during pre-sales and post-sales processes to handle all customers' questions and inquires professionally in order to deliver great experiences for all clients, from visitor to buyer conversion.
• Track and follow up on customer feedback, liaise with R&D, Marketing and Sales teams to conduct satisfaction surveys to find out any advantages and disadvantages which in turn to feedback and contribute to the improvement for product, sales policy, standard of services.
• Work closely with finance and collection team to achieve the cash collection target along the selling process until Pink Book hand-over stage.
• Propose any necessary promotion and services that can sustain and improve high quality standard and customer's satisfaction.
• Coordinate with Marketing and Project Development teams to prepare all monthly, quarterly newsletter to update construction progress, inform any new promotion, benefit as well as branding campaign to customers.
• At the hand-over stage, work closely with all relevant teams to guide clients through the handover and defect liability period, ensuring satisfaction and achieve hand-over target promptly.