Senior Manager - Customer Experience (Property Developer)

MVC Resources; Johor Bahru; On-site; MYR 80,000 - 120,000; Full time

Job summary

A regional property company in Johor Bahru is seeking a Customer Service Manager to design customer service strategies and oversee post-sales service excellence. The ideal candidate will have 8–10 years of experience in customer service, with strong leadership skills and a customer-centric mindset. You will foster long-term customer relationships and ensure high service standards across projects, contributing to an exceptional experience for homebuyers.

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 to ensure customer satisfaction.
• Build and maintain long-term relationships with customers.

Skills

Customer-Centric Mindset

Leadership

Communication

Problem-Solving

Innovation

Collaboration

Education

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

Job description

Responsibilities

• 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.