Kerja Sepenuh Masa, Customer Experience Officer di ECOProp Group Federal Territory - Maukerja

Company Description ECOProp Group specializes in short-term hospitality services and offers one-stop property management solutions for property owners and guests. The company focuses on delivering efficient, reliable, and guest-centered experiences across its portfolio. Team members work closely with operations and service partners to maintain high service standards and streamlined processes. ECOProp Group values professionalism, responsiveness, and continuous improvement in all aspects of its hospitality and property management services.

Role Description The Customer Experience Officer is a full-time, on-site role based in Kuala Lumpur. This role is responsible for managing guest interactions across multiple channels, addressing inquiries, resolving issues, and ensuring a seamless experience from booking to check-out. The Customer Experience Officer will monitor feedback, track satisfaction metrics, and identify opportunities to improve service quality and operational processes. Daily tasks include coordinating with internal teams and external partners, handling complaints promptly, maintaining accurate records of guest communications, and supporting the implementation of customer-centric initiatives. The role also involves contributing ideas to enhance service offerings and maintain consistent standards across all properties.

Qualifications

• Strong interpersonal skills, with the ability to build rapport and communicate clearly with diverse guests and team members.
• Experience in customer service and customer support, including handling inquiries, complaints, and issue resolution.
• Demonstrated focus on customer satisfaction and customer experience, with an understanding of hospitality service standards.
• Prior experience in hospitality, property management, or related service industries is an advantage.
• Good written and spoken communication skills in English; additional language proficiency is beneficial.
• Ability to work on-site in Kuala Lumpur, manage multiple tasks, and remain calm in fast-paced environments.
• Basic proficiency in office and communication software (e.g., email, CRM tools, spreadsheets).
• Diploma or degree in Hospitality Management, Business, Communications, or a related field is preferred.