PropNex shifts focus to trustworthy service and self-regulation

“It is all about professionalism in service,” says Ismail. “In fact, to show that we are wholly committed to providing service through responsible agents, we underwent a major exercise a few weeks ago to amicably terminate 2800 associates who were inactive for over a year. They are free to rejoin us, provided that they undergo a refresher course. This will ensure that they remain knowledgeable about the market practices and policies.”

Far from downsizing, PropNex is actually restructuring their operations to provide more cost-efficient customer service by taking a 22,000ft² office space at General Magnetic Building along Toa Payoh Lorong 6 in addition to its current premises at HDB Hub. Renovated to the tune of $1m, these offices will provide greater support to both agents and customers alike.

And to further enhance professionalism amongst its ranks, all the remaining over 5,000 PropNex agents will be required on a compulsory basis to sign up for Professional Indemnity Insurance, covering a minimum of $100,000 each which protects the consumers in events of professional negligence and covers the likes of loss of documents.

For associates, beyond the extensive training programme that is already available to them, they can also enjoy more streamlined backroom processes that include GIRO payment of their commissions and consolidated forms for easier paperwork. They also have an Associate Support Centre to tap onto for any queries they may have. 

But Ismail cautioned that all these measures did not mean that PropNex was not concerned about being a big player in the Singaporean real estate industry. PropNex will continue to maintain its position as Singapore’s largest real estate company in terms of HDB and private secondary market share, with an emphasis on professional service.