Assistant Manager, Customer Service ( Commercial)
JONES LANG LASALLE PROPERTY CONSULTANTS PTE LTD
11 days ago
Posted date11 days ago
N/A
Minimum levelN/A
Job Description
Customer Care & Tenant Relations
Concierge Management
Helpdesk Management / Administration
Customer Care & Tenant Relations
- Inculcate and elevate Customer Care service to a premium level equivalent to a luxury 5-star hotel standard;
- Develop, implement and sustain within the approved budgets a differentiated set of customer service initiatives to build tenant relations and rapport for tenant retention;
- Act as the key liaison with tenants for all feedback/complaints;
- Manage feedback from visitors and general public;
- Conduct formal monthly/quarterly meetings and ad hoc tenant meetings;
- Handle and contain escalated complaints from tenants;
- Ensure the respective building teams attend to and manage the issues timely and within the targeted KPI timelines;
- Conduct annual tenant satisfaction surveys, provide analyses, work with other teams on responses and suggest improvements on Customer Care, where required;
- Draft, manage and disseminate important informational and operational circulars and notices to tenants;
- Conduct new tenants' induction/orientation;
- Review, update/refresh E-Handbook and website regularly;
- Ensure Tenant Directory, tenant's contact & mailing list, emergency contacts, fire wardens, etc. are updated regularly and at least 2x a year.
Concierge Management
- Manage the Concierge team and drive them to deliver consistent and high level customer service;
- Ensure concierge behaviour such as attendance, timekeeping and grooming are consistent with required client's standards;
- Deal with and manage staff discipline issues, as needed;
- Set the standard for the Security Concierge team and ensure they work together with the Concierge team as one;
- Manage recruitment, conduct staff performance reviews and incentive programmes with view to sustain and/or add value to overall service level;
- Provide customer service training and ensure all staff are updated with the relevant skill to ensure consistent level of service.
Helpdesk Management / Administration
- Manage Help Desk functions and ensure tenants' feedback are handled within targeted timelines;
- Ensure smooth and efficient operation of the Tenant's Portal system; and review and recommend improvements to system to address tenants' needs, where required;
- Monitor, track and ensure all related expenses are kept within the approved budgets and comply with the Financial control policy
- Ensure invoices are approved in a timely manner for payment
- Prepare and submit monthly reports on Customer Care timely;
- Update SOPs regularly and ensure they are aligned with expected operational standards and KPIs.
JOB SUMMARY
Assistant Manager, Customer Service ( Commercial)
JONES LANG LASALLE PROPERTY CONSULTANTS PTE LTD
Singapore
11 days ago
N/A
Full-time
Assistant Manager, Customer Service ( Commercial)