Manager/Senior Manager - Customer Service (Property Developer)

MVC Resources; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

A leading property developer in Kuala Lumpur is seeking a Manager/Senior Manager for Customer Service to design and implement strategic initiatives that enhance customer experiences. This role includes overseeing post-sales services, managing team members, and collaborating across departments to ensure satisfaction. Ideal candidates should have 8-10 years of experience in customer service, with strong leadership and communication skills. This position fosters a culture of excellence while actively working to resolve customer issues and implement innovative practices.

Qualifications

• Minimum 8–10 years in customer service, property management, or hospitality.
• At least 3–5 years in a managerial role.
• Proven track record in delivering exceptional customer experiences.

Responsibilities

• Design and implement customer service strategies.
• Oversee post-sales services and ensure timely resolution.
• Establish and enhance service standards and KPIs.
• Collect and analyze customer feedback for improvement.
• Lead defect rectification and warranty management.
• Champion digital platforms for customer convenience.
• Resolve complex customer issues effectively.
• Collaborate across departments for seamless service.
• Lead and develop the customer service team.

Skills

Customer-Centric Mindset

Leadership

Communication

Problem-Solving

Innovation

Collaboration

Education

Degree in Business Administration, Hospitality, Real Estate, or related field

Job description

Manager/Senior Manager - Customer Service (Property Developer)

Customer Experience Strategy: Design and implement customer service strategies that reflect the company’s brand promise, ensuring exceptional end-to-end experiences for homebuyers and stakeholders.

Post-Sales Service Excellence: Oversee post-sales services—including handover, defect management, and customer queries—ensuring timely resolution and high customer satisfaction.

Customer Relationship Management: Build and maintain long-term relationships with purchasers through proactive engagement at key touchpoints, fostering loyalty and trust.

Service Quality & Standards: Establish, monitor, and continuously enhance service standards, SOPs, and KPIs to drive consistency and excellence across projects.

Voice of Customer (VOC) Management: Collect and analyze customer feedback, complaints, and survey data to identify service gaps and recommend improvement initiatives.

Defect & Warranty Coordination: Lead coordination with project, contract administration, and property management teams to ensure efficient defect rectification and warranty management.

Digital & Service Innovation: Champion the adoption of digital platforms and innovative practices to enhance communication, responsiveness, and customer convenience.

Crisis & Issue Resolution: Serve as the escalation point for complex customer issues, delivering timely resolutions that balance customer needs with company interests.

Cross-Functional Collaboration: Work closely with Sales, Marketing, Project, and Finance teams to deliver a seamless purchaser journey from SPA signing to vacant possession and beyond.

Team Leadership & Development: Lead, mentor, and develop the customer service team, fostering a service-driven culture that reflects the company’s values and commitment to excellence.

Requirements

• Education: Degree in Business Administration, Hospitality, Real Estate, or related field.
• Experience: Minimum 8–10 years in customer service, property management, or hospitality, with at least 3–5 years in a managerial role.
• Customer-Centric Mindset: Proven track record in delivering exceptional customer experiences and managing post-sales service.
• Leadership: Strong people management skills with experience leading and developing high-performing teams.
• Communication: Excellent interpersonal and presentation skills; able to engage confidently with purchasers, stakeholders, and senior management.
• Problem-Solving: Strategic thinker with strong analytical skills; adept at resolving complex customer issues.
• Innovation: Familiarity with digital platforms and service innovation tools to enhance customer engagement.
• Collaboration: Ability to work cross-functionally with sales, marketing, project, and finance teams to deliver seamless customer journeys.