Client Care Specialist

Asia Affinity Property Management, Inc.; Taguig; On-site; PHP 446,400 - 669,600; Full time

Job summary

Asia Affinity Property Management, Inc. is seeking a Client Care Supervisor to oversee the daily operations of the Client Care team and ensure exceptional service for unit owners, tenants, residents, and guests.

The role emphasizes maintaining high standards, resolving concerns efficiently, and promoting resident engagement. You will coach and evaluate staff, develop service standards, monitor satisfaction, and report performance metrics to management.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 3–5 years in customer service, client relations, hospitality, or property management with 1–2 years in a supervisory role.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Experience with CRM or property management systems is an advantage.

Responsibilities

• Supervise and manage the day-to-day activities of the Client Care team.
• Ensure prompt, professional handling of inquiries, requests, and complaints.
• Monitor service requests and coordinate with Engineering, Housekeeping, Security, and other teams.
• Maintain records of customer concerns, service requests, and resolutions.
• Conduct coaching, performance evaluations, and training for Client Care Associates.

Skills

Leadership

Communication

Customer service

Coaching

Problem-solving

MS Office

CRM systems

Education

Bachelor's degree in Hospitality Management

Tools

CRM software

Property management systems

MS Excel

Job description

The Client Care Supervisor is responsible for overseeing the daily operations of the Client Care team, ensuring the delivery of exceptional customer service to unit owners, tenants, residents, and guests. The role focuses on maintaining high service standards, resolving client concerns efficiently, supervising client care personnel, and implementing programs that enhance customer satisfaction and overall resident experience.

Key Responsibilities

• Supervise and manage the day-to-day activities of the Client Care team.
• Ensure prompt, professional, and courteous handling of resident, tenant, and client inquiries, requests, and complaints.
• Monitor service requests and ensure timely resolution in coordination with Engineering, Housekeeping, Security, and other support teams.
• Maintain accurate records of customer concerns, service requests, and resolutions.
• Conduct regular coaching, performance evaluations, and training for Client Care Associates.
• Develop and implement customer service standards, policies, and procedures.
• Monitor client satisfaction through surveys, feedback, and service recovery initiatives.
• Prepare and submit operational and client service reports to management.
• Coordinate resident engagement programs, orientations, and community activities.
• Ensure compliance with company policies, property management standards, and service level agreements.
• Handle escalated customer concerns and recommend appropriate resolutions.
• Support the Property Manager in achieving operational and customer satisfaction objectives.
• Promote continuous improvement initiatives to enhance the overall client experience.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Marketing, Communications, or any related field.
• At least 3–5 years of experience in customer service, client relations, hospitality, or property management, with at least 1–2 years in a supervisory role.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.li
• Customer-focused with excellent interpersonal skills.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Experience with CRM or property management systems is an advantage.
• Willing to work onsite and render flexible hours, including weekends or holidays when necessary.

Core Competencies

• Leadership and Team Management
• Effective Communication
• Problem Solving and Decision Making
• Time Management
• Attention to Detail
• Relationship Management
• Accountability

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) Score
• Complaint Resolution Turnaround Time
• Client Complaint Reduction
• Service Request Completion Rateli
• Team Productivity and Attendance
• Compliance with Service Standards
• Resident Engagement Program Success Rate