Customer Care Manager

2 weeks ago

Singapore JLL Full time

Job Description The Assistant Customer Service Manager will be responsible for inculcating and elevating Customer Care service to a premium level equivalent to a luxury 5-star hotel standard. The key responsibilities include: 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; 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 The Assistant Customer Service Manager will also be responsible for managing the Concierge team, including: Driving the team to deliver consistent and high level customer service; Ensuring concierge behaviour such as attendance, timekeeping and grooming are consistent with required client's standards; Dealing with and managing staff discipline issues, as needed; Setting the standard for the Security Concierge team and ensuring they work together with the Concierge team as one; Managing recruitment, conducting staff performance reviews and incentive programmes with view to sustain and/or add value to overall service level; Providing customer service training and ensuring all staff are updated with the relevant skill to ensure consistent level of service. Helpdesk Management / Administration The Assistant Customer Service Manager will also be responsible for: Managing Help Desk functions and ensuring tenants' feedback are handled within targeted timelines; Ensuring smooth and efficient operation of the Tenant's Portal system; and reviewing and recommending improvements to system to address tenants' needs, where required; Monitoring, tracking and ensuring all related expenses are kept within the approved budgets and comply with the Financial control policy; Ensuring invoices are approved in a timely manner for

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