Assistant Manager, Customer Experience

NCT Group of Companies; Puchong; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading property development firm in Malaysia is seeking a Customer Experience Manager to lead customer experience strategies and oversee property handover activities. The ideal candidate will have a Bachelor's Degree and at least 5 years of experience in customer service, with strong leadership and communication skills. They will manage customer feedback, conduct handover briefings, and collaborate with various teams to ensure high service standards. Proficiency in Microsoft Office and CRM platforms is essential.

Qualifications

• Minimum 5 years of relevant experience in customer service or customer experience.
• At least 3 years in a leadership or supervisory role.
• Experience in the property development industry is preferred.

Responsibilities

• Lead and implement customer experience strategies to enhance satisfaction.
• Oversee property handover activities, ensuring professionalism.
• Coordinate with teams for defect rectification and service recovery.
• Manage customer feedback and ensure professional resolution.

Skills

Excellent communication skills

Interpersonal skills

Problem-solving skills

Organizational skills

Leadership abilities

Customer-focused mindset

Education

Bachelor's Degree in Business Administration

Bachelor's Degree in Property Management

Bachelor's Degree in Marketing

Tools

Microsoft Office

CRM platforms

Job description

Responsibilities

Lead and implement customer experience strategies to enhance satisfaction and build long-term customer loyalty.

Oversee property handover activities, ensuring all processes are professional, accurate, and customer-friendly.

Coordinate with Project, Construction, and Maintenance teams for prompt defect rectification and service recovery.

Conduct handover briefings, key collections, and property walkthroughs with customers if necessary.

Manage customer feedback, enquiries, and complaints, ensuring timely and professional resolution.

Track and analyze customer satisfaction performance (CAT, NPS) and prepare related management reports.

Develop, review, and refine Standard Operating Procedures (SOPs) and service improvement.

Support customer engagement initiatives, such as appreciation events, CSR programs, and community building activities.

Collaborate with the Industrial Customer Services Team to ensure seamless service support for factory owners and tenants in the NCT Smart Industrial Park.

Provide leadership and guidance to the Customer Experience team to uphold company service standards.

Qualifications

Bachelor's Degree in Business Administration, Property Management, Marketing, or related discipline.

Minimum 5 years of relevant experience in customer service or customer experience, at least 3 years of experience in customer service or experience leadership or supervisory role, preferably within the property development industry.

Experience managing both residential and industrial property projects is an added advantage.

Excellent communication, interpersonal, and problem‑solving skills. Fluent in written and spoken English, proficiency in Chinese and Malay (written and spoken) is an added advantage.

Strong organizational, leadership, and critical analytical abilities, demonstrating ability to guide and motivate teams.

Proficient in Microsoft Office and familiar with CRM or customer service platforms.

Customer‑focused, proactive, and results‑driven mindset.