EXECUTIVE, ECO WORLD RESIDENCE CLUB

ECO SUMMER SDN BHD; Malaysia; On-site; MYR 36,000 - 60,000; Full time

Job summary

EcoWorld in Malaysia seeks an Operations Support professional to manage the vacant possession process, oversee defect rectifications, and handle customer feedback in line with EcoWorld Class standards. You will coordinate with internal teams and contractors to ensure timely defect works, maintain accurate reports, and support continuous service improvement across developments.

This role emphasizes customer focus, proactive problem solving and reliable documentation to help deliver smooth

Qualifications

• Degree or diploma in business studies, administration, management, or equivalent.
• Minimum 2 years' experience in customer service/hospitality.
• Strong communication and organizational skills.

Responsibilities

• Implements handover processes and defect management activities per EcoWorld SOPs.
• Supports smooth operational flow across developments with efficient task execution.
• Collaborates with internal departments and contractors to complete defect works on time.
• Addresses customer feedback professionally and follows up to close complaints.
• Prepares reports and documentation to support management reviews.

Skills

Defect & Complaint Management

Customer Communication

Operational Execution

Vendor Collaboration

Performance Monitoring

Organization & Communication

Education

Degree / Diploma in Business Studies or related field

Tools

Defect Management System

Performance Dashboards

Customer Feedback Tools

Service KPI Trackers

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! Deliver customer service in line with Eco World Class service standards and handle administrative operations to provide office support, ensuring smooth operations and a conducive working environment.

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 Outcomes:

• Operational Efficiency: Ensure smooth transition during handing over processes.
• Customer Resolution: Attend and resolve customer feedback effectively.
• Team Collaboration: Coordinate with internal teams and contractors to ensure timely defect rectification.
• Documentation Compliance: Maintain accurate reports and defect rectification records.

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

The selection process may take some time as we carefully consider each talent that comes our way. We truly appreciate your interest and always look forward to meeting great people who’d like to work with us!

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Our Growth is Creating Great Opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it!

Thanks for your interest in working on our team!

Join EcoWorld in Creating Tomorrow & Beyond At EcoWorld, we are more than just a property developer; we are creators of thriving, sustainable communities. With over a decade of experience, our commitment to excellence drives us to build exceptional spaces and contribute to a better, greener future. Experience a vibrant and forward-thinking workplace where efficiency and creativity are celebrated. EcoWorld fosters professional growth and offers a challenging yet rewarding environment where you can make a difference. We embrace technology and digital innovation to remain at the forefront of Malaysia’s real estate industry. So, if you’re passionate about sustainability and progress, EcoWorld is the perfect place for you. Join Team EcoWorld and start your journey towards Creating Tomorrow & Beyond.