Lead and manage Customer Service operations for the property, ensuring high-quality and consistent service delivery to residents.
Manage daily building operations and coordinate with relevant departments to ensure smooth property management and service standards.
Develop and implement customer service procedures, SOPs and service standards in line with company policies and property requirements.
Oversee resident enquiries, requests and complaints, ensuring timely resolution and effective service recovery.
Monitor service quality, resident satisfaction and customer feedback; identify improvement opportunities and drive corrective actions.
Manage, coach and develop the Customer Service team to achieve service quality, productivity and operational KPIs.
Coordinate with Engineering, Security, Housekeeping, Leasing and external service providers to resolve operational and resident-related issues.
Prepare operational reports, analyze service performance and propose initiatives to enhance resident experience and overall property service quality.
Requirements
Bachelor's degree in Property Management, Hospitality, Business Administration or a related field.
Minimum 5 years of experience in property/building management and customer service, with proven experience managing residential or mixed-use properties.
Strong experience in customer service management, resident relations, complaint handling and service quality management.
Proven leadership experience in managing, coaching and developing customer service teams and coordinating multiple service functions.
Strong communication, problem-solving and stakeholder management skills; good command of English is an advantage.
