Executive, Client Experience

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia UEM Edgenta Full time
Description

Responsibilities

  • Support, maintain, and enhance the FM work order management system and digital dashboards to ensure smooth operations across all project sites.
  • Administer day-to-day system operations, including performance monitoring, data accuracy, troubleshooting, and coordination with IT/vendors.
  • Act as the primary system support contact, providing hands-on assistance, issue resolution, and guidance to users across sites and clients.
  • Prepare and update system documentation, SOPs, user guides, and conduct training for new and existing users.
  • Configure and deploy the FM system for new projects, including asset registers, PM schedules, workflows, and service categories.
  • Review and improve FM workflows, automation, and system processes to enhance efficiency, SLA tracking, and response times.
  • Analyse operational data and generate dashboards and reports on asset performance, manpower efficiency, and service delivery.
  • Support audits and ensure data integrity, system compliance, and accurate reporting standards.
  • Serve as a key liaison for clients and internal stakeholders, addressing system-related queries and supporting service excellence.
  • Conduct site walkarounds and system spot checks, provide feedback reports, escalate critical issues, and support Command & Contact Centre activities when required.

Requirements

  • Diploma or Postgraduate Certificate in Hospitality, Data Analytics, Information Systems, or a related field.
  • 1–3 years of relevant experience (hospitality, customer service, systems, or data analysis).
  • Experience handling work order systems, dashboards, or operational data analysis is an added advantage.
  • Strong data analytics skills, including data cleaning, analysis, exploration, and basic data visualisation.
  • Proficient in English and Bahasa Malaysia, with good communication, stakeholder engagement, and customer service skills.
  • Service-oriented, analytical, and proactive, able to work independently and collaboratively in a fast-paced environment with a positive attitude.

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