Customer Service Officer

WK Consortium SB; West Coast Division; On-site; MYR 42,000 - 64,000; Full time

Job summary

WK Consortium SB is seeking a Customer Service Officer to oversee and coordinate daily operations across managed properties within the Interim Management Corporation (IMC). The role ensures assets are well-maintained, operations run smoothly, and residents, tenants, and visitors receive excellent service.

The position blends property administration, local facility oversight, high-touch customer service, and problem-solving to safeguard asset value and enhance property performance.

Qualifications

• Frontline customer service experience in property or real estate is desirable.
• Ability to address tenant inquiries and coordinate maintenance efficiently.
• Commitment to safety, cleanliness, and high occupant satisfaction.

Responsibilities

• Foster proactive relationships with tenants, residents, and external stakeholders.
• Address, track and resolve tenant complaints and maintenance requests promptly and empathetically.
• Ensure high customer service standards to maintain elevated resident satisfaction metrics.
• Assist in implementing maintenance strategies to keep property infrastructure and spaces in pristine condition.
• Coordinate maintenance personnel or contractors for routine inspections, repairs, and upgrades.
• Monitor safety protocols, hazard inspections, and mitigate facility risks or issues.
• Support lease administration tasks, renewals, terminations, and rent-record updates.
• Assist budgeting and expense tracking to support cost-saving opportunities.
• Provide guidance to on-site teams and promote a collaborative, customer-focused workplace.

Job description

POSITION OVERVIEW

The Customer Service Officer plays a vital frontline roles in overseeing, executing, and coordinating the day-to-day operations of the Interim Management Corporation (IMC) across various managed properties. The primary focus of this position is to ensure that all assets are impeccably maintained, operational frameworks run efficiently, and a premier, positive experience is consistently delivered to residents, tenants, and visitor. This role seamlessly blends foundational property administration, localized facility oversight, high-touch customer service, and tactical problem-solving to optimize overall property performance and safeguard asset value.

KEY JOB RESPONSIBILITIES

• Foster and preserve proactive, positive, and harmonious relationships with tenants, property resident, and all external stakeholders
• Act as the primary point of contact to address, track and resolve tenant complaints, inquiries and maintenance requested promptly, empathetically, and professionally.
• Enforce and uphold excellent customer service standards to ensure resident satisfaction metrics remain consistently elevated.

PROPERTY MAINTENANCE AND REPAIRS COORDINATION

• Assist in implementing maintenance strategies engineered to keep property infrastructure, communal spaces and systems in pristine condition.
• Liaise with, coordinate and monitor localized maintenance personnel or third-party contractors executing routine site inspections, localized repairs, and scheduled upgrades.
• track maintenance request logs, monitor matching operational budget items, and suggest cost-efffective technical solutions without compromising servie or structural quality.

FACILITY & ON-SITE MANAGEMENT

• Oversee and guarante the abosolute cleanliness, general safety, and robust security protocols of the assigned properties.
• Maintain strict adherence to safety protocols, perform routine hazard inspections, and move swiftly to remedy identified facility risks or issues.
• Monitor and actively support the optimization of utility usage, covering municipal waste disposal systems, electrical consumption parameters, and water conservation targets.

ADMINISTRATIVE & LEASE SUPPORT

• Collaborate functionally with broader leasing and management teams to maximize property occupancy rates and optimize long-term tenant retention.
• Support day-to-day lease administration proecsses , including documentation compliance for renewals, lease terminations, and accurate records of rent collection updates.
• Ensure localized site operations remain strictly compliant with current leasing frameworks, estate regulations, and statutory property laws.

FINANCIAL TRACKING & BUDGETING ASSISTANCE

• Assist the IMC Manager in drafting localized property budget forecasts, tracking operational expenditures, and pinpointing practical cost-saving avenues.
• Track localized financial performance indicators and assist in compiling clean data summaries for stakeholder reporting.
• Exercise prudent daily expense control to adhere tightly to established budgetary boundaries.

TEAM AND COLLABORATION & SYNCHRONY

• Provide operational guidance and support to on-site property teams and support staff, helping foster a collaborative, productive and customer-focused workplace.
• Identify gaps in on-site delivery standard and cross-train team members to continuously enhance localized service expertice/