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Head of Customer Relationship Representatives

Customer Service
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KL Eco City, Kuala Lumpur

About The Job

“At Didian, through our cutting edge in property technology, we are bringing value to the real estate agents / negotiators by connecting and helping them gain access to new projects offered by reputable developers.
…and we are looking for young and dynamic individuals to help us grow our organization further through our expansion plans.”

Didian is looking for a Head of Customer Relationship to join our leadership team. The Head of Customer Relationship will be a great opportunity to develop, lead, counsel, motivate and manage a team of Customer Relationship Representatives (CRRs) to achieve the KPIs and goals by delivering superior service to potential home buyers. The Head of Customer Relationship will be an expert of the Didian platform, ensure clear adherence of the KPIs and SOPs set.

Key responsibilities:
  • Build from scratch a new Customer Relationship Representative team (including hiring of staff, planning SOPs and setting KPIs)
  • To educate, develop, lead, counsel, motivate and manage a team of Customer Relationship Representatives to perform in accordance to the company’s vision, mission and direction
  • Ensure overall operations are in compliance with company policy

For successful applicants, we offer the following remunerations:
  • Basic salary with attractive commission
  • EPF & Socso
  • Medical
  • Training will be provided on communication and engagement skills.

Job Requirements

Skill requirements:
  • Minimum 5 years of direct experience managing contact centres
  • Strong ability to communicate and engage with team members and colleagues
  • Strong presentation skills especially in group presentation.
  • Ability to converse in the major languages – English, BM and Mandarin, and having familiarity with the main dialects will be an advantage.
  • High sense of urgency to follow up and monitor progress to achieve KPIs
  • Flexible scheduling is needed as there are occasions where late evenings or weekend hours are required
  • Strong analytical skills

Behavioural traits:
  • Pleasant personality (You enjoy talking to people and they generally enjoy talking to you)
  • Resilient character and sees every challenge as an opportunity.
  • High sense of urgency and monitors for continuous improvements
  • Strong sense of responsibility and highly accountable for his/her own role.
  • Solution provider
  • Team player
  • Working in a fast-pace environment

Our Culture


Didian is a digital platform connecting residential real estate agents with developers to sell 'pre-launch' projects. 


At Didian, we believe in team players who live and breathe the following values. If these sound like you or remind you of people you'd love to work with, chances are you'll succeed at Didian.  

Ownership mentality
You see tasks through from start to finish. 
You take ownership of the result and aren't afraid to get your hands dirty. 
You don't believe in the phrase ‘not my problem.'
You don't have to be told what to do next.

We value leaders who take it upon themselves to do an A+ job in whatever they set out to do, regardless of difficulty. 

You get creative in finding solutions to problems; after all, we are in unchartered territory: we’re building what no one else has built before. 
You are relentless at thinking outside of the box to find the best answers to ambiguous problems. 
You are not good at taking "no" for an answer.

You are open and transparent about problems. We’re all on the same team, and it shouldn’t feel difficult to share constructive feedback in real time with one another. 
You always keep it professional, and never make feedback personal. 

We want to have honest and candid discussions to help each other get better, while always keeping in mind that good feedback helps us improve our weaknesses and drives the organization forward. 

Mindset to embrace change
You are open-minded towards change. Didian is going to evolve and grow at a breakneck pace. As this happens, you must not only be willing to adapt to it, but must also anticipate it and grow accordingly. 

For Didian to succeed, it must first earn the trust of all its stakeholders. For that to happen, we must deliver an end-to-end service that is consistent, reliable, and excellent. 

You must never compromise on our values and service, no matter how difficult it gets.