Resident Relations Manager
Job description
What you will be doing:
Provide superb customer service by leading and motivating the customer service team and creating, implementing and monitoring customer satisfaction targets across the company and all projects.
Accountable for creating effective customer service procedures, policies, and standards. Improve the CS' SOP from time to time & coordinate with L&D team to create training material for onsite team (Savills)
Create platform/guidance and supervise onsite staff to update the resident database;
Create platform/guidance and supervise onsite staff to update the Q&A of each project;
Build up training programs, style appearance standards and create the training material to CS team at the project;
Guide the team how to handle complaint at the site effectively. Being the next point of contact to deal with the residents as required;
Dealing with non-operational issues raised by the residents;
Supervise through software/app to make sure that all resident requests were respond in good manner and timely;
Centralize all the complaints from the residents for improvement and training.
* Sincere, Practical, Truthful * Creativity & / innovation * Exceptional Success * Customer Centric * Respect and Transparency *
Advise the Management board on customer satisfaction measures; customer experience strategies;
Periodically audit and check on staff’s knowledge about building facilities, rule and regulation…
Measuring the customer service level through collecting customer feedback, and implementing surveys to improve customer service;
Identify opportunities for enhanced service delivery through the application of social media, mobile apps and technologies to optimize customer experience;
Support with the recruitment of the senior positions for the on-site CS team (CS manager, CS team leader);
Support with the emergency response where required;
Propose the annual CS budget if required (this budget is funded by the Developer);
Support with the handover of the project to BOC;
Other works as assigned by higher level;
Job requirements
5 years of experience in the same position.
Leadership skill;
Analyze and solve problems; written and oral communication skills; presentation skills; people management; perform highly detailed work on multiple, concurrent tasks with constant interruptions; work under intensive deadlines;
Good communication skills in English;
Provides pro-active, customer-oriented service to all stakeholders;
Updates and adjusts policies, processes and systems to improve departmental operations;
Recognizes good employee performance and coaches under-performing employees;
Thinks strategically and considers all scenarios when implementing plans;
Gives and receives feedback for positive change. Shares information with relevant stakeholders;
What success looks like
Hires, develops, empowers and retains a team of engaged employees committed to exceeding business results.
Ensures all team members have goals and development plans in place.
Engages in regular, quality performance discussions with team members and supports the achievement of agreed goals and development plans.
Proactively manages progress of their onboarding plan and goal setting process.
Hành vi tạo nên sự khác biệt
Behaviours that make a difference
Treats all stakeholders with dignity and respect.
Role models organizational values and holds others accountable to them.
Works collaboratively with all departments and third-party service providers.
Acts with integrity at all times and respects confidentiality.
Asks questions to clarify job tasks and responsibilities.
Provide feedback on adjustments to operational standards that result in better outcomes for the business.
Ensure all actions and behaviours create a positive brand contact of Masterise Property Management
What We Can Offer
Bonus
Competitive rate
VietnamWorks calculates your competitive rate based on your application information and compares it with other candidates for this job after you apply.
Competitive rate
VietnamWorks calculates your competitive rate based on your application information and compares it with other candidates for this job after you apply.
Job Information
24/09/2024
Manager
Customer Service > Customer Service
General Communication English, Leadership Skill, Problem-solving, Strategic Thinking, Customer-Oriented Service
Real Estate/Rental/Leasing
Any
5
Any
Job Locations
Lumiere Riverside, 259 Đ. Võ Nguyên Giáp, An Phú, Quận 2, Hồ Chí Minh, Việt Nam
Căn Thương Mại-Dịch Vụ Số 19-23 Khu chung cư cao cấp Masteri An Phú,179 Xa Lộ Hà Nội, Phường Thảo Điền, Quận 2, TP. Hồ Chí Minh.
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