Customer Experience Team Lead

2 weeks ago

Singapore AURUM SMG PTE. LTD. Full time

**Resident Management**
- Assist GM in business development duties, such as attending to incoming leads and outreaching to new leads, with follow up actions and tracking
- Assist in nurturing and retention of residents in Core collective
- Conduct on-boarding of residents in accordance with SOPs and in a timely manner
- Conduct regular timely check-ins with residents to identify problems and provide solutions
- in-charge of all residents community activities and events in Core Collective i12 Katong
- Maintain robust and accurate documentation and data in all systems

**Members Management**
- Ensuring that customer service excellence is embedded within Core Collective's business,culture and values
- Resolving disputes and issues with members and residents
- Able to convert walk in leads to become members of core collective and further nurture them to take up more than 1 service in core collective
- Ensuring the continuation of members activities in Core Collective

**Team Management**:

- Ensuring team members are well-trained and duly assessed of all duties and SOPs through a structural method
- Ensuring that each team member understands their role within Core Collective and has a job description and agreed KPIs; Work closely with your line manager to ensure this is completed
- Ability to plan manpower schedule efficiently and effectively, with continuous recommandation of methods to improve team’s productivity and growth
- Creation of all SOPs to ensure high standards throughout the organization

**Facilities Management**
- Ensuring all contracts and deliverables by vendors are fulfilled to standards
- Ensuring all outstanding facilities management issues are resolved timely
- Ensuring the space is clean, tidy, safe, well maintained and that appropriate SOPs and internal processes are being followed

**Others**
- Drawing out data and create reports for tracking and analysis, and all other administrative duties such as filing and documentation
- To be able to perform shift work and front desk duties
- All other tasks and responsibilities assigned by GM

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