Senior Call Centre Officer

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We are a forward-thinking property development company committed to creating exceptional residential and commercial spaces. Our portfolio includes innovative real estate projects that shape the future of urban living and working environments.
Position OverviewWe are seeking a results-driven Senior Contact Centre Officer to maximize property viewing appointments and drive successful property transactions. This role focuses on quality lead nurturing, high-conversion viewing appointments, and strategic collaboration with property consultants to optimize transaction success rates.
Key ResponsibilitiesQuality Viewing Generation & Conversion
Convert qualified property enquiries into high-potential viewing appointments with benchmarked success rate
Pre-qualify prospects thoroughly to ensure viewing-to-booking potential
Profile and match prospects to suitable properties to maximize booking / transaction probability
Develop viewing preparation strategy together with sales team to increase prospect commitment
Track and optimize metrics from initial contact through to successful booking
Coordinate with sales team to ensure seamless viewing-to-booking handover
Viewing Quality Management
Achieve viewing-to-booking conversion rate through proper qualification
Work together with sales team to implement pre-viewing briefing system to set expectations and increase commitment
Create detailed prospect profiles for sales teams before viewings
Ensure prospects receive property information packages before viewings
Conduct post-viewing analysis to improve qualification process
Monitor and optimize viewing attendance rates with focus on serious buyers, whilst managing follow-ups leads for the next sales pipeline
Lead Management & Nurturing
Design and implement lead scoring system prioritizing booking-ready prospects
Develop targeted follow-up strategies based on property affordability and readiness
Create automated and personalized nurturing sequences for different buyer categories
Implement reactivation campaigns for prospects with highest transaction potential
Monitor and minimize lead wastage through effective pre-qualification
Maintain engagement through strategic property market updates and investment insights
Work with marketing team to define qualified buyer personas
Provide feedback on lead quality and transaction potential by marketing channel
Share prospect qualification insights to improve marketing targeting
Work with marketing team to optimize marketing spend on high-quality leads
Collaborate on content that addresses serious buyers' concerns
Participate in campaign optimization for better quality lead generation
Lead team to achieve:
Enquiry-to-appointment conversion rate
Viewing attendance rate
Viewing-to-booking conversion
Train team in prospect qualification and commitment building
Conduct coaching on identifying and nurturing booking-ready prospects
Create scripts focusing on quality viewing generation
Share successful pre-qualification and conversion strategies
Required QualificationsMinimum 3+ years of call centre management experience, preferably in real estate or property development (Banking, Finance, Investment, Car and/or Service Industry can apply as well)
Proven track record of high viewing-to-booking ratios
Experience in prospect qualification and lead nurturing
Demonstrated experience in team management
Commitment to continuous professional development with certification
Preferred QualificationsAble to read and write in Chinese, English, and Bahasa Melayu
Experience with luxury or high-end ticket-item tele-sales service
Strong background in property market analysis
Demonstrated success in luxury or premium property sector
Knowledge of property development process and industry regulations
Excellent interpersonal and stakeholder management skills
Expert at qualifying and converting serious property buyers
Advanced prospect profiling capabilities
Strong analytical skills for conversion optimization
Excellence in stakeholder management
Proven team leadership and performance coaching abilities
Create viewing preparation protocols
Implement viewing quality scoring system
Design prospect-to-property matching criteria
LocationKuala Lumpur and Petaling Jaya
Employment TypeFull-time
Interested candidates should submit their resume and cover letter detailing their relevant experience.
KPI (To Assess During Interview Process):Quality Metrics:
40%+ viewing-to-booking conversion rate
80%+ viewing attendance rate
Maximum 15% no-show rate for confirmed viewings
Conversion Metrics:
25% team conversion rate
Lead Management:
Maximum 10% lead wastage rate
85%+ follow-up compliance
Company informationRegistration No. 201001043745
Your application will include the following questions:
Which of the following statements best describes your right to work in Malaysia?
What's your expected monthly basic salary?
How many years' experience do you have as a Call Centre Operator?
How much notice are you required to give your current employer?
How many years' experience do you have in the real estate industry?#J-18808-Ljbffr


Nominal Salary: To be agreed

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