EXECUTIVE, ECO WORLD RESIDENCE CLUB

ECO SUMMER SDN BHD; Johor; On-site; MYR 40,000 - 60,000; Full time

Job summary

ECO SUMMER SDN BHD in Johor, Malaysia seeks a dedicated customer service professional to administer the vacant possession process and manage defect rectifications. You will oversee customer feedback and ensure service delivery aligns with Eco World standards.

The ideal candidate should possess a degree in Business and at least two years of experience in customer service or hospitality. Strong communication, organizational skills, and a customer-focused mindset are crucial.

Qualifications

• Minimum 2 years’ experience in customer service or hospitality.
• Degree/Diploma in Business Studies, Administration, or Management.
• Strong organizational and communication skills.

Responsibilities

• Administer the vacant possession process and oversee defect rectifications.
• Address customer feedback professionally and propose solutions.
• Coordinate with maintenance and security teams for efficient operations.

Skills

Customer Communication

Complaint Handling

Operational Coordination

Organizational Skills

Education

Degree/Diploma in Business Studies, Administration, Management, or equivalent

Tools

Defect Management System

Customer Feedback Analysis Tools

Performance Dashboards

Job description

Role Summary: Administer the vacant possession process, oversee defect rectifications, manage customer feedback, and ensure services are delivered in line with Eco World Class standards.

Key Responsibilities

Support to Customer Service Operations

• Implements handing over processes and building defect management activities in accordance with Eco World SOPs.
• Supports smooth operational flow across developments through efficient task execution.
• Collaborates with internal departments and contractors to ensure completion of defect works on time.

Defect & Complaint Management

• Addresses customer feedback professionally and proposes solutions aligned with service standards.
• Implements effective follow-up measures to ensure prompt closure of complaints.
• Reviews complaint trends and supports continuous service improvement initiatives.

Team Coordination & Delegation

• Supports the team by following up on task completion related to operations and defect management.
• Assists in compiling reports and updates to assist managers in evaluating operational efficiency.
• Participates in training sessions and operational reviews to maintain consistent service delivery.

Community Maintenance & Security

• Coordinates with maintenance and security teams to achieve operational standards efficiently.
• Liaises with system vendors to review system functionality and address setbacks proactively.

Reporting & Documentation

• Prepares and follows up on documentation, reports, and photographic records for defect management.
• Ensures timely submission of reports and documentation as per Eco World SOPs.
• Maintains accurate records for tracking operational and customer service activities.

Core Competencies & Technical Expertise

Technical Competencies

• Defect & Complaint Management – Expedites complaint handling and feedback resolution.
• Customer Communication – Communicates solutions and updates customers proactively.
• Operational Execution – Carries out customer service operations and documentation duties.
• Collaboration with Vendors – Works with maintenance and security vendors for service delivery.
• Performance Monitoring – Tracks complaint closure and operational service quality.
• Strong organizational and communication abilities with proactive customer service orientation.

Operational Management

• Operational Coordination – Executes service processes consistently and efficiently.
• Customer Handling Support – Provides guidance in resolving complaints professionally.
• Follow-Up & Monitoring – Ensures tasks related to complaints are completed accurately.
• Service Standards Compliance – Supports adherence to Eco World service benchmarks.

Mindset & Behaviours

• Customer-Focused – Prioritizes customer satisfaction through efficient responses.
• Accountable & Committed – Performs tasks diligently and reports performance regularly.
• Proactive & Problem-Solving – Proposes alternative solutions when resolving issues.
• Resilient Under Pressure – Balances multiple complaints and administrative tasks efficiently.

Tools & Methodologies

• Defect Management System – Records defect cases and service resolutions.
• Training Logs & Performance Dashboards – Documents customer interaction improvements.
• Customer Feedback Analysis Tools – Compiles feedback to suggest improvements.
• Service KPI Trackers – Monitors complaint resolution times and service effectiveness.

Qualifications and Experience

Educational Background

• Degree/Diploma in Business Studies, Administration, Management, or equivalent.

Experience Requirements

• Minimum 2 years’ experience in customer service/hospitality field.