Customer Experience and Incident Management

3 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.

Customer Service Excellence and Conflict Resolution

  • Greet arriving tenants and guests warmly and professionally, establishing a welcoming atmosphere and initiating a positive and personalized experience from the outset.
  • Manage inquiries, both over the phone and in-person, with poise and efficiency, demonstrating outstanding customer service skills and leaving a lasting positive impression.
  • Respond promptly and effectively to tenant and guest requests, delivering service excellence and exceeding expectations at every opportunity.
  • Handle complaints and suggestions from tenants and guests diplomatically and courteously, transforming challenges into opportunities to enhance the overall customer experience.
  • Provide event support, ensuring seamless coordination and execution of events to enhance tenant and guest satisfaction, contributing to the overall success while consistently following and adhering to protocols and SOPs.

Dynamic Service Enhancement and Adaption

  • Assist in property business administration with meticulous attention to detail and refined organizational skills, striving to enhance operational efficiency and customer satisfaction through adaptable and dynamic service delivery.
  • Develop a comprehensive understanding of available services and facilities, offering helpful advice to effectively address the diverse needs of tenants, visitors, and clients within a constantly evolving environment.
  • Embrace additional responsibilities as assigned, demonstrating flexibility and a proactive approach to continually enhancing our service standards while adhering to SOPs and protocols. This includes willingly undertaking various duties as required to maintain seamless operations and uphold customer satisfaction.

Security and Safety Enforcement

  • Diligently enforce security plans, protocols, access control plans, and SOPs, embodying a steadfast commitment to safety and order.
  • Conduct vigilant security rounding, surveillance, 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 customer-centric environment.

Incident Management

  • Manage and promptly report incidents through designated communication channels, demonstrating resilience and composure in crisis situations, and prioritizing the well-being and comfort of occupants while strictly following established SOPs and protocols.
  • Report breakdowns of facilities or machinery promptly to the relevant teams, 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.

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 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

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