Customer Success Manager

**Evo Global Services - Evo House Services**

We are a fast-growing student accommodation company that provides a home away from home, with luxury, comfort and safety. We believe in providing our tenants with something that money cannot buy: assurance of their security, in top-notch accommodation.

**Job Summary**:
We are seeking a motivated and enthusiastic Customer Success Manager to join our team to ensure exceptional customer service experiences for our students and stakeholders while maintaining strong contract management practices. As a Customer Success Manager, you will play a critical role in leading and driving the Customer Services business unit to achieve the organisation's vision, mission and core values. Your commitment to excellence, client-centric approach and effective communication skills will contribute to cultivating trust, commitment and a family-like environment.

**Responsibilities and Competencies**:

- Lead and oversee the Customer Services team, ensuring the delivery of exceptional service to students and stakeholders.
- Develop and implement customer service strategies and policies and procedures.
- Foster a client-centric culture throughout the department.
- Collaborate with Finance team to develop and manage contracts and service level agreements with various stakeholders according to legal requirements.
- Ensure compliance with contractual obligations, monitoring contract performance and taking appropriate actions to address any deviations or issues.
- Identify opportunities for contract improvements and negotiate favorable terms while maintaining a balanced approach to stakeholders' interests.
- Continuously assess customer service processes and practices, identifying areas for improvement and implementing solutions to enhance efficiency and effectiveness.
- Monitor customer feedback and satisfaction levels, implementing strategies to address concerns and improve overall service quality.
- Stay updated on industry trends and best practices in customer service and contract management, sharing knowledge and driving innovative initiatives.
- Collaborate closely with other departments to align strategies and ensure seamless coordination of services and support.
- Communicate effectively with internal and external stakeholders to build strong relationships and address any issues or inquiries promptly and professionally.
- Collaborate with the Senior Manager to develop and manage the Customer Services budget, ensuring proper allocation of resources and cost control measures.
- Conduct regular financial analysis and reporting to track expenses, identify cost-saving opportunities and support budgetary decision-making.
- Lead and motivate the Customer Service team fostering a culture of commitment, teamwork and professional development.
- Set clear goals and performance targets, provide guidance and support and conduct performance evaluations to enhance team members' skills and competencies.

**Requirements**:

- Minimum Diploma holders in Hospitality, Business Administration or relevant field
- Able to set business unit goals and KPIs, and lead and motivate the Customer Service team toward achieving the agreed KPIs.
- Strong understanding of customer service principles, contract management practices, and industry standards.
- Experience in customer service management and service level agreement
- Excellent attention to detail
- Excellent communication skill with strong relationship, interpersonal skills and dispute resolution skills
- Work well under pressure, meet tight deadlines and unexpected events
- Positive attitude and be passionate about ensuring high standards of quality and customer satisfaction
- Proficiency in English, Mandarin, Bahasa Indonesia and other languages will be a bonus