The Customer Service Manager is responsible for leading and overseeing all front-facing service operations within a high-end commercial building. This role ensures seamless, premium customer experience aligned with luxury hospitality standards, similar to five-star hotels and fine dining environments.
The position plays a critical role in shaping service culture, enhancing tenant and guest satisfaction, and maintaining the building's brand image through exceptional service delivery.
Key areas of concern include:
- Leader of Customer Service Team for both Retail and Office.
- Delivers excellent customer service
Responsibilities
1. Service Operations Management
- Oversee daily customer service operations, including reception, concierge, and guest relations.
- Ensure all service touchpoints meet luxury hospitality standards.
- Develop and implement SOPs to enhance service efficiency and consistency.
2. Customer Experience Excellence
- Design and continuously improve the end-to-end customer journey.
- Handle VIP guests, high-profile tenants, and critical service situations professionally.
- Monitor customer feedback and implement improvement initiatives.
- Interacting with customers and ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales.
3. Team Leadership & Development
- Lead, train, and coach the Customer Service team to deliver five-star service standards.
- Conduct regular performance evaluations and training programs.
- Build a strong service culture focused on professionalism, attentiveness, and personalization.
- Arranges the duty roster for Customer Service team to ensure Customer Service position covered at all times.
4. Tenant & Stakeholder Management
- Act as the key point of contact for tenants regarding service-related matters.
- Maintain strong relationships with tenants, partners, and vendors.
- Coordinate with internal departments (Operations, Security, Engineering, Leasing, Marketing) to ensure seamless service delivery.
5. Quality Assurance & Compliance
- Ensure compliance with company policies, service standards, and safety regulations.
- Conduct regular audits and service quality assessments.
- Implement corrective actions to maintain service excellence.
6. Reporting & Performance Management
- Maintains security by following procedures; monitoring logbook and visitor attendance records.
- Track and report service KPIs (customer satisfaction, response time, complaint resolution, etc.).
- Analyze data to identify trends and improvement opportunities.
- Prepare regular reports for senior management.
- Handles others daily tasks assigned by General Manager.
Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, or related field
- Minimum 58 years of experience in customer service or guest relations, preferably in:
- Luxury hotels / resorts
- High-end restaurants
- Premium commercial buildings or mixed-use developments
- At least 23 years in a managerial role
- Strong command of English (spoken and written)
- Experience working with VIP clients and high-end service environments is highly preferred
