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Customer Service Executive

3 weeks ago

Marina Bay, Singapore Raffles Quay Asset Management Pte Ltd Full time

As a Customer Service Executive, s/he will be responsible to assist the Customer Service Manager in overseeing the daily operations of the Concierge team. To set and maintain highest service quality to tenants and visitors.

**Ensure the smooth operations of all Concierge counters and main lobby experience.**
- To provide quality service to the tenants, visitors and shoppers.
- Aid Management in the handling of conflicts in a timely manner.
- Propose manpower deployment to the customer service manager during daily operations and major events and ensure that operations are being carried out smoothly.
- To stand in during shortage of manpower.
- Be on the grounds and understand the operations and work with the customer service manager in streamlining workflow and Standard Operating Procedure (SOP).
- Work together as a team with other concierges on areas to help improve the overall performance of the various counters.
- Propose activities that help to bond the team together.
- Ensure that concierge team conform to grooming standards.
- Encourage and influence good service mindset in the customer service team and affirm positive behavior.

**Training**
- Provide on-the-job training to new concierge.
- To train the senior concierge to audit the team on RQAM Customer Service Standards.
- Conduct on-the-job training to the concierge team on grooming and customer handling skills.
- Ensure that the concierge team is well-equipped in their job.

**Administrative duties**
- Involve in administrative duties such as ensuring stationery, groceries and umbrellas are stocked up.
- Checking of the visitor pass, reconciliation report, cash float and promotion reports from various counters before submitting to customer service manager for approval.
- Assist customer service manager in ensuring annual leave and medical leave is applied accordingly in the system.

**Requirements**:

- 7 to 10 years of concierge, hospitality, or service-related experience.
- Must be fluent in English. Other language skills will be a plus.
- Must possess outstanding guest service skills, both verbal and written communication skills.
- Strong interpersonal and problem-solving abilities.
- Ability to work well under pressure in a fast-paced environment.
- Ability to work cohesively with fellow colleagues as part of a team.
- Meticulous in attending to guest needs, remaining calm and courteous at all times.
- Able to perform shift duty, when necessary.

In RQAM, we strive to provide each and everyone a,
- Fun and Vibrant Work Environment
- Nurturing leadership to hone your skills and support your career aspiration
- Skills Competency Framework in place to work on your career ladder