Guestonic Property Management Hiring! Full Time Customer Relationship Management Executive in WP Kuala Lumpur - Ricebowl

Educational Qualification

• Diploma or Bachelor's Degree in Business Administration, Marketing, Hospitality, Property Management, Communications or related fields.

• Relevant experience may be considered in place of formal qualifications.

Experience

• 1–3 years of experience in Customer Service, Client Relationship Management, Property Management, Hospitality, Sales Support or related fields.

• Fresh graduate are highly encourage to apply.

• Experience dealing with property owners, landlords or high-value clients will be an advantage.

• Experience in Airbnb / short-term rental management is an added advantage.

Required Skills

• Excellent communication skills.

• Strong interpersonal and relationship-building skills.

• Good problem-solving ability.

• Strong follow-up skills.

• Good customer service mindset.

• Able to handle complaints professionally.

• Able to work under pressure.

• Strong coordination skills.

• Good organizational and time-management skills.

• Good written and spoken English.

• Bahasa Malaysia and/or Mandarin would be an advantage.

• Proficient in WhatsApp, Microsoft Office / Google Workspace and CRM systems.

• Comfortable communicating with clients through phone, WhatsApp and email.

A. Owner Relationship Management

1. Act as the primary point of contact for existing property owners.

2. Maintain professional, friendly and positive relationships with owners.

3. Understand each owner's expectations, concerns and preferences.

4. Conduct regular communication and follow-ups with owners.

5. Keep owners informed about important updates relating to their property.

6. Build trust and confidence through consistent and transparent communication.

7. Ensure owners feel valued and well taken care of throughout their partnership with company.

8. Maintain a proper record of owner communications, requests and issues.

B. Handling Owner Enquiries

1. Respond promptly to owner enquiries through WhatsApp, phone calls, email and other communication channels.

2. Handle enquiries relating to:

   • Airbnb performance

   • Monthly profit / returns

   • Booking performance

   • Property condition

   • Management service

3. Provide accurate information and avoid giving owners misleading or unverified information.

4. Follow up with the relevant internal department when information is required.

5. Ensure all owner enquiries are properly tracked until resolution.

C. Complaint & Issue Management

1. Receive and handle owner complaints professionally and calmly.

2. Understand the root cause of each complaint before proposing a solution.

3. Coordinate with Operations, Housekeeping, Maintenance, Finance, Sales and other relevant departments.

4. Follow up internally until the issue is resolved.

5. Keep the owner updated throughout the resolution process.

D. Communication & Updates

1. Provide regular updates to owners regarding important property matters.

2. Communicate operational changes, maintenance issues and other relevant information clearly.

3. Explain complicated matters in a simple and professional manner.

4. Ensure communication is transparent and consistent.

5. Avoid unnecessary delays in responding to owner concerns.

6. Follow up with owners after an issue has been resolved to ensure satisfaction.

• Annual Leave
• Training Provided
• EPF
• SOCSO
• EIS
• Medical and Hospitalisation Leave
• Allowance Provided
• Performance Bonus
• 5 Working Days
• Flexible Working Hours