Customer Care Manager

2 weeks ago

Singapore Jones Lang LaSalle Incorporated Full time

Assistant Manager, Customer Service page is loaded## Assistant Manager, Customer Serviceremote type: On-sitelocations: Singaporetime type: Full timeposted on: Posted Todayjob requisition id: REQ **JLL empowers you to shape a brighter way**.Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.**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*** Manage the Concierge team and drive them to deliver consistent and high level customer service;* Ensure concierge behaviour such as attendance, timekeeping and grooming are consistent with required client’s standards;* Deal with and manage staff discipline issues, as needed;* Set the standard for the Security Concierge team and ensure they work together with the Concierge team as one;* Manage recruitment, conduct staff performance reviews and incentive programmes with view to sustain and/or add value to overall service level;* Provide customer service training and ensure all staff are updated with the relevant skill to ensure consistent level of service.**Helpdesk Management / Administration*** Manage Help Desk functions and ensure tenants’ feedback are handled within targeted timelines;* Ensure smooth and efficient operation of the Tenant’s Portal system; and review and recommend improvements to system to address tenants’ needs, where required;* Monitor, track and ensure all related expenses are kept within the approved budgets and comply with the Financial control policy* Ensure invoices are approved in a timely manner for

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