Senior Executive - Service Quality (Customer Experience)

IOI Properties Group; Putrajaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading property development firm in Putrajaya is looking for a Senior Executive in Service Quality to enhance customer experience. The role involves organizing training for frontliners, conducting audits to ensure quality standards, and analyzing customer feedback. Ideal candidates should hold a degree in Property or a related field and have 3-4 years of experience in service quality or customer experience, with proficiency in English, Bahasa Malaysia, and Mandarin. This position offers the opportunity to drive continuous improvement in service quality.

Qualifications

• 3-4 years of experience in service quality, customer experience, or quality assurance.
• Experience in the Property Development industry is preferable.
• Fluent in English, Bahasa Malaysia, and Mandarin.

Responsibilities

• Organize and coordinate Service Quality Standard training.
• Conduct service quality audits and assessments.
• Assist in conducting periodic Customer Satisfaction Surveys.
• Compile data for reports like KPI and Customer Feedback.

Skills

Customer service orientation

Excellent communication skills

Strong analytical skills

Problem-solving skills

Report-writing skills

Education

Degree in Property or related field

Tools

Microsoft Office

Customer feedback management systems

Job description

Senior Executive - Service Quality (Customer Experience)

Quality Improvement Program & Initiative

To organize and coordinate the Service Quality Standard training to all new frontliners in order to improve their knowledge and understanding.

To assist and support all current and new improvement programs/strategies.

To coordinate with respective stakeholders.

To monitor and analyze the results of the implemented action plans for continuous improvement.

Audit & Assessment

To conduct service quality audits and assessments on the quality management system & service quality standard to assess compliance, identify areas for improvement and identify undocumented good practices with the aim to standardize such practices across the Group.

Customer Satisfaction Survey & Feedback

To assist to conduct periodic Customer Satisfaction Survey or other methods to obtain customers' feedback.

Analyze and report on customer’s feedback in order to recommend areas for improvement and to ensure improvements made are effective in meeting the Company’s objectives.

Support to Business & Supporting Units

To assist in compiling data and information for reports such as KPI, Customer Feedback and Complaint Reports & IOI Support System.

To jointly develop effective corrective and preventive measures.

To attend compliance and certification audits to provide clarification and assistance.

Job Requirements:

Degree in Property or any related field.

At least 3-4 years relevant working experience in service quality, customer experience, or quality assurance. Preferable candidate with experience in Property Development industry.

A customer service-oriented & people-oriented person

Excellent communication, facilitation and interpersonal skills

Strong analytical, problem-solving and report-writing skills

Proficient in Microsoft Office and customer feedback management systems

Good command of English, Bahasa Malaysia and Mandarin. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

Passionate about customer service and continuous improvement