Customer Experience and Incident Management

2 weeks ago

Singapore THE RESERVE PTE. LTD. Full time

Overall Responsibilities:


Elevate your career as a Customer Experience and Incident Management team, playing a pivotal role in ensuring not only the utmost security and incident management but also an unparalleled standard of customer service within our distinguished work compound.

This dynamic position calls for an individual with a passion for enforcing security protocols, overseeing access control systems, and, most importantly, enhancing the overall experience of our tenants and guests through a commitment to excellence in customer service.


Duties and Responsibilities:

  • Diligently enforce security plans, protocols, and SOPs, embodying a steadfast commitment to safety and order.
  • Execute precise Access Control measures, including pass exchange and management of access cards, while ensuring a seamless and positive experience for all entrants.
  • Conduct vigilant security surveillance, patrols, and monitor CCTV systems with a keen eye for potential risks, all while maintaining a welcoming atmosphere.
  • Verify and ensure the authorization of all personnel present on the premises, contributing to a secure and customercentric environment.
  • Manage and promptly report incidents through designated communication channels, showcasing resilience and composure in crisis situations, and prioritizing the wellbeing and comfort of our community.
  • Oversee the impeccable cleanliness of the compound, orchestrating janitorial assistance as needed, and contributing to an aesthetically pleasing and welcoming environment.
  • Report breakdowns of facilities or machinery promptly to the relevant departments, ensuring the highest standards of service and functionality.
  • Collaborate in fire safety management during drills and incidents, ensuring the safety and satisfaction of our stakeholders.
  • Extend a warm, professional welcome to arriving tenants and guests, setting the tone for a positive and personalized experience.
  • Handle phone and walkin inquiries with grace and efficiency, embodying exceptional customer service and leaving a lasting positive impression.
  • Contribute to property business administration with a keen eye for detail and organizational finesse, ensuring operational excellence and customer satisfaction.
  • Provide prompt, efficient responses to tenant and guest requests, delivering service excellence and exceeding expectations at every opportunity.
  • Navigate complaints and suggestions from tenants and guests with tact and courtesy, turning challenges into opportunities to enhance the customer experience.
  • Cultivate a working knowledge of available services and facilities, offering informed guidance to meet the diverse needs of our stakeholders.
  • Embrace additional responsibilities as assigned, showcasing adaptability and a proactive approach to continuously enhance our service standards, including assisting in other duties as assigned.

Requirements:

  • Able to commit to Shift Work
  • At least 1 year experience in customer service / front desk / concierge.
  • Proficient with Administrative software (Eg. Microsoft Office)
  • Proven experience in security management or a related field.
  • Exceptional communication and interpersonal skills.
  • Proficiency in security protocols and access control systems.
  • Ability to manage incidents and emergencies effectively.
  • Customer service orientation coupled with a polished and professional demeanor.
  • Basic understanding of property management and administration.
  • Keen attention to detail and adept problemsolving skills.
  • Bonus if possess a Class 3 Driving License.

Employee Benefits:

  • Uniforms provided
  • Leave entitlement as per MOM regulations
  • Performancebased bonuses
  • Health and medical insurance coverage

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