About the Role
We are hiring a polished, resourceful, and customer-obsessed VIP Customer Concierge to manage our highest-value customers. This is a premium support role that blends personalised assistance, problem ownership, and professional call + chat handling.
You will be the primary contact for VIPs - ensuring every interaction is fast, smooth, and exceptional.
Key Responsibilities
1. VIP Support
- Handle incoming calls and chats from VIP users with a premium service tone.
- Provide personalised service, anticipating needs where possible.
- Communicate clearly, professionally, and empathetically.
2. Ownership & Resolution
- Own customer issues end-to-end.
- Liaise with internal teams to resolve cases promptly.
- Ensure every VIP case is fully closed with satisfaction.
3. Service Excellence
- Deliver above-and-beyond service standards.
- Meet strict accuracy, response time, and etiquette expectations.
- Identify opportunities to elevate the VIP experience.
4. Relationship & Retention
- Build rapport and trust with VIP customers.
- Identify potential churn risks early and escalate accordingly.
- Collect VIP feedback and help shape our CX improvement.
5. Reporting & Quality
- Log cases clearly in CRM systems.
- Provide weekly updates on VIP trends and insights.
- Follow SOPs, compliance, and quality guidelines.
What We're Looking For
- 2-4 years in premium customer service, concierge, client servicing, or VIP handling.
- Strong communication skills (phone, chat, written).
- Calm, confident, and solution-focused under pressure.
- High emotional intelligence and professional polish.
- Able to make independent decisions and take ownership.
- Willingness to work shifts or weekends based on VIP volume.
- Full work-from-office at 1 Tech Park, Bandar Utama.
- Minimum Diploma or Degree in any field.
- Excellent command of English and Bahasa Malaysia.
Preferred Traits
- High EQ & empathy
- Confident yet humble
- Detail-oriented
- Ownership-driven
- Polished service etiquette
Why Join Us
- Be the face of our premium experience for VIP customers.
- Contribute to shaping our high-touch CX strategy.
- Grow into senior CX, QA, training, or concierge leadership roles.
- Competitive salary package aligned to the premium nature of this role.
