Customer Experience Associate

Cushman & Wakefield; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global real estate services firm is seeking a Customer Experience Associate in Kuala Lumpur to provide exceptional customer-centric experiences for site occupants. This role involves delivering front-of-house services, managing visitor interactions, and maintaining high presentation standards. Candidates with over 2 years of related experience in customer service or hospitality are preferred. Join a supportive team committed to diversity and employee development in an inclusive environment.

Benefits

Career development opportunities

Diversity and inclusion commitment

Work-life balance

Qualifications

• 2 years or more experience in a similar role is preferred.
• Experience in reception or front-line information exchange.
• Sound computer knowledge.

Responsibilities

• Deliver professional front-of-house customer service.
• Proactively manage visitor arrivals and concierge desk operations.
• Build and manage positive client relationships.

Skills

Customer service

Client engagement

Communication skills

Reception skills

Microsoft Office Suite

Education

Professional qualifications in Facilities and/or Hospitality

Job description

Customer Experience Associate

Job Description Summary

The role of Customer Experience Associate is to provide a customer‑centric experience for the site occupants within their assigned portfolio. The CXA will focus on delivering appropriate customer experiences while having a deep understanding of the workplace and the services provided. The main purpose of this role is to deliver an exceptional site occupant and visitor experience in every interaction, while delivering a range of workplace services including concierge, reception, event management, mailroom services, office supplies and consumables, and access pass management. We focus on anticipating needs, listening to residents and visitors, and making every interaction simple, effective, and quick.

About the role

• Deliver professional front‑of‑house customer service, including visitor management, calls, emails, and client engagement.
• Proactively manage visitor arrivals, access passes, and concierge desk operations using agreed systems.
• Maintain high presentation standards across reception, meeting rooms, lounges, kitchens, and shared spaces.
• Build and manage positive client relationships, ensuring excellent customer experience and continuous improvement through feedback.
• Maintain accurate records, processes, and employee information via SharePoint and agreed platforms.
• Provide timely helpdesk support by managing workplace requests, logging issues, and resolving or escalating matters per SLA/KPI.
• Conduct floor inspections and ensure compliance with client policies, procedures, and contractual requirements.
• Support meetings and events, including room bookings, AV setup, space configuration, catering coordination, and building tours.
• Manage mail, courier, and bulk deliveries, ensuring accurate distribution and coordination with external providers.
• Support regional and workplace initiatives, including inductions, newsletters, supplies management, and roster coverage aligned to operating hours.

About you

• 2 years or more experience in a similar role is preferred.
• Experience in reception or front‑line information exchange.
• Experience in community engagements or hospitality services is an advantage.
• Intermediate Microsoft Office Suite skills.
• Sound computer knowledge.
• Clear verbal and written communication skills.
• Professional qualifications in Facilities and/or Hospitality are a plus; this is an entry‑level position and training will be provided.

Why join Cushman & Wakefield?

As one of the leading global real estate services firms transforming the way people work, shop and live, working at Cushman & Wakefield means you will benefit from a growing global company, career development and a promote‑from‑within culture, and an organisation committed to Diversity and Inclusion.

• Being part of a growing global company.
• Career development and a promote‑from‑within culture.
• An organisation committed to Diversity and Inclusion.
• Work‑life balance in an inclusive, rewarding environment.

We achieve this by providing a flexible and agile work environment focused on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion‑from‑within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.

We have a vision of the future, where people simply belong.

That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, gender, national origin, sexual orientation, gender identity, or persons with disabilities or protected veteran status. We ensure DEI is part of our DNA as a global community – it means we go far beyond just talking about it, we live it. If you want to live it too, join us.