Assistant Manager, Customer Service ( Commercial)

Roles & Responsibilities

Job Description

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

Helpdesk Management / Administration

Tell employers what skills you have

Budgets

Microsoft Office

Microsoft Excel

Tenant

Customer Care

Administration

Service Level

Tenant Retention

Cashiering

Customer Service Training

Team Player

Microsoft Word

Customer Service

Timekeeping

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