Customer Experience

4 weeks ago

Singapore THE RESERVE PTE. LTD. Full time
Roles & Responsibilities

Customer Service Excellence & Conflict Resolution

  • Welcome tenants and guests warmly and professionally, creating a positive first impression and a personalised experience from the outset.
  • Manage inquiries (phone, email, and in-person) promptly and professionally, ensuring clear communication and exceptional service delivery.
  • Respond to tenant and guest requests effectively, striving to exceed expectations at every opportunity.
  • Handle complaints or feedback with diplomacy, turning challenges into opportunities to improve service quality.
  • Provide event support, ensuring smooth coordination and execution while adhering to all established protocols and SOPs.

Service Enhancement & Operational Support

  • Assist in property administration tasks with accuracy, attention to detail, and strong organisational skills to support operational efficiency.
  • Maintain in-depth knowledge of services, facilities, and amenities to provide accurate and helpful information to tenants, visitors, and clients.
  • Adapt to changing operational needs by taking on additional responsibilities, demonstrating flexibility and a proactive service mindset.
  • Consistently follow SOPs and company protocols while seeking ways to enhance the customer experience.

Security & Safety Compliance

  • Enforce security and access control procedures to maintain a safe and orderly environment.
  • Conduct regular patrols, CCTV monitoring, and surveillance, balancing security vigilance with a welcoming approach.
  • Verify and authorise all personnel entering the premises in accordance with access control protocols.

Incident & Emergency Management

  • Respond to and report incidents promptly through designated communication channels, maintaining composure and professionalism in all situations.
  • Report facility or equipment faults immediately to relevant teams for swift rectification.
  • Support fire safety protocols during drills and real incidents, ensuring stakeholder safety and compliance with regulations.

Safe Deposit Box (SDB) Operations

  • Assist clients with onboarding, account sign-up, and access arrangements.
  • Manage general inquiries and provide clear guidance on SDB procedures, usage, and security protocols.

Requirements:

  • Able to commit to Shift Work (Daytime)
  • 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 demeanour.
  • Basic understanding of property management and administration.
  • Keen attention to detail and adept problem-solving skills.
  • Bonus if possess a Class 3 Driving License.

Employee Benefits:

  • Uniforms provided
  • Additional leaves entitlement
  • Performance-based bonuses
  • Health and medical insurance coverage
Tell employers what skills you have

Service Orientation
Microsoft Office
Customer Experience
Interpersonal Skills
Tenant
Conflict Resolution
Security Management
Compliance
Employee Benefits
Attention to Detail
Class 3 Driving License
Vigilance
Customer Service
Customer Service Excellence
Emergency Management
Service Delivery

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