Deskripsi Pekerjaan
Drive Centre Success at the World's Leading Workspace Provider
IWG is the global leader in flexible workspace solutions, operating iconic brands such as Regus, Spaces, and Signature. With over a decade of steady growth in Malaysia, we are looking for a high-calibre Customer Service Manager to take the helm at our premier business centre in Bayan Lepas, Penang.
This position sits at the very heart of our organisation. You will be fully responsible for the operational, commercial, and customer service performance of your centre. This means you are not just managing a team—you are running a business within the business. From driving sales and managing budgets to fostering a vibrant community of professionals, your role is dynamic and deeply rewarding.
Your Impact
You will be the face of IWG in Bayan Lepas. Your ability to build lasting relationships with clients and your relentless drive to exceed targets will set the standard. We provide a robust support system, global training tools, and clear career progression paths. In return, we need a leader who can inspire a team, solve problems creatively, and maintain the premium environment our clients expect.
Why IWG?
Joining IWG means becoming part of a truly global network. You will have access to unparalleled resources, international training programs, and a career path that can take you anywhere in the world. We believe in promoting from within—many of our regional leaders started their journey as Centre Managers. In this role, you will not only build a successful career for yourself but will also play a key part in shaping the local business community in Penang.
If you are a seasoned hospitality or customer service professional looking for a role that offers variety, autonomy, and a clear pathway to regional leadership, we want to hear from you.
Tanggung Jawab
- Manage all day-to-day operations of the IWG centre, ensuring a seamless, professional, and welcoming experience for every client and visitor.
- Lead, coach, and develop a high-performing team of Community Associates, fostering a culture of accountability, teamwork, and exceptional service.
- Drive revenue through proactive sales activities including centre tours, referrals, and upselling of meeting rooms, virtual offices, and co-working memberships.
- Take ownership of the centre's P&L, managing costs, billing, and inventory to achieve budgeted revenue and profitability targets.
- Resolve complex client issues and escalations with tact and professionalism, maintaining high retention rates and Net Promoter Scores (NPS).
- Ensure the centre consistently meets IWG's global branding, safety, and cleanliness standards through regular audits and inspections.
- Analyse local market trends and competitor activity to identify new business opportunities and service improvements.
- Coordinate with central support teams (Sales, Marketing, Facilities, IT) to enhance the overall client experience.
Kualifikasi
- Diploma or Bachelor's Degree in Hospitality, Business Management, or a related discipline.
- Minimum 3 – 5 years of progressive experience in customer service, hospitality, or facilities management within a premium environment.
- At least 1 – 2 years in a supervisory or managerial role with direct team leadership responsibilities.
- Demonstrated ability to achieve sales targets and manage a business unit's financial performance.
- Excellent verbal and written communication skills in English and Bahasa Malaysia. Fluency in Mandarin is highly advantageous.
- Strong problem-solving abilities and a calm, professional demeanour when managing high-pressure situations.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and experience working with CRM systems.
- Willingness to work flexible hours including weekends or public holidays as required by the business.