Customer Service Manager

Auckland Office+64 (0) 9303 9093

Cobalt Recruitment Salary SGD $5,000 – 5,500 per month Location Asia, Singapore Sector Property & Real Estate, Corporate Property & Real Estate Date 5th April 2016 Job Type Permanent

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A local company focused on real estate and property that was set up by the established developers to market and manage their prime Grade A office and retail portfolio in the Central Business District and two luxury residential properties as well.

  • Lead and motivate the Concierge Team in providing excellent customer service to the tenants and visitors
  • Improve service intents and customer service strategies for the Concierge team. Improve benchmark for the service qualities in ORQ/MBFC
  • Review, develop and implement customer service procedures and policies.
  • Improve SOP for Concierge services.
  • Work closely with the Human Resource Department in the formulation and the implementation of training and coaching programs for the Concierge Team.
  • Attend to tenant/public enquiry/feedback/complaint and follow problems through to resolution. Keeping accurate records of discussions or correspondence with customers.
  • Prepare and align Visitor’s Guide to ORQ/MBFC and surrounding development.
  • Ensure support is provided to the Building Manager during special events like assisting the FSM during fire drills, escort VIP during special event etc.
  • Being involved in staff recruitment and appraisals
  • Keping ahead of developments in customer service
  • Conduct customer service training to in house staff, service providers etc.
  • Work closely with Security concierge, security agency in delivering a seamless customer service.
  • 5 years experience in hotel, airline or customer-service industry. Preferably holding a Senior Supervisor or Manager position
  • Diploma in Hospitality Management or equivalent
  • Good communication skills — both in written and spoken English
  • Independent and demonstrates resourcefulness
  • Possess high level of integrity / self-motivated and able to work under minimal supervision. Possess good problem-solving skills and is pro-active in proposing solutions and in continuous improvement mind-set. Customer-Oriented and highly capable of multi-tasking —and able to work under tight deadlines.
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