Tenant Relations Head (Reliever)

RCBC Realty Corporation; Metro Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

RCBC Realty Corporation seeks a dedicated professional to manage tenant relations across office and retail spaces. You will address building operations concerns with relevant departments and support a healthy tenant, occupant, and owner relationship.

You will lead helpdesk coordination, monitor Archibus data, and ensure SLA adherence while driving tenant satisfaction through surveys and continuous service improvements.

Qualifications

• Graduate of any four-year course, preferably management related.
• At least two years of experience in Tenant Relations and Customer Service.
• Experience with facilities management is a plus.

Responsibilities

• Handle tenant relations for office and retail tenants.
• Attend to tenant concerns regarding building operations with departments.
• Prepare budget and recommendations for tenant retention programs.
• Identify and implement approved tenant retention programs.
• Conduct biennial tenant satisfaction surveys and report results.
• Conduct daily meetings to monitor helpdesk progress and responses.
• Monitor Archibus helpdesk data for efficiency and service quality.
• Supervise helpdesk operations to meet SLAs across PMO departments.
• Regularly visit tenants to ensure satisfaction with services.
• Review weekly/monthly Helpdesk Reports before PMO meetings.
• Escalate issues to General Manager when needed.
• Coordinate with Engineering, Housekeeping, Security, Safety, and others to resolve concerns.
• Authorize signatories for gate passes and admin forms.

Skills

Tenant relations

Customer service

Facilities coordination

Education

Four-year degree, preferably management related

Tools

Archibus

Job description

Duties│Function

Tenant Relations

• Handle tenant relations for both office and retail tenants

• Facilitate a desirable and healthy tenants, occupants, and owner relationship

• Attend to tenant concerns regarding building operations and ensure these concerns are attended to by concerned departments

• Elevate areas of concern with the building facility and services to higher Management and make sound recommendations for its resolution

• Prepare budget and recommendations for tenant retention program

• Identify, initiate and implement approved tenant retention programs

• Facilitate biennial tenants satisfaction survey to determine level of service being provided by the PMO to the building tenants

Helpdesk Operations

• Conduct daily meetings with the Customer Service and Helpdesk Supervisor and Staff and monitor progress of helpdesk items and reactions of the responsible departments

• Monitor the RCBC Plaza Helpdesk System (Archibus) to ensure that system’s data is updated for a more efficient, faster and seamless customer support

• Attend weekly operations meeting with the PMO Department Heads to discuss existing Helpdesk items and its resolutions

• Responsible for flagging potentially problematic issues and preventing such from escalating further

• Supervise the operations of RCBC Plaza Helpdesk thus ensuring that the Service Level Agreement among PMO Departments such as Engineering, Housekeeping, Security, Safety and other Stakeholders, with respect to services provided to tenants are met

• Conduct regular visitations to tenants and ensure tenants’ satisfaction with services rendered by the PMO

• Manage the helpdesk survey and create a pro-active approach to ensure the improvement of the services based on the analysis/validation of the performance survey result

• Ensure a continuous/regular/consistent performance rating to capture the client’s over-all customer satisfaction

• Present to Management the annual work satisfaction survey and performance results

Reports Management

• Review and ensure content of the weekly and monthly Helpdesk Report prior to presentation to the PMO meeting

Other Duties

• Identify areas of improvement in the department’s operational policies and procedures

• Authorized signatory for the following documents:

• Gate Passes (for tenants’ deliveries and pullouts)

• Photo/Video Shoot Request Form

• Administer the RCBC Plaza website and social media accounts

• Set example and encourage professional behavior and quality performance of staff

• Perform other duties that may be assigned by the immediate superior from time to time

Coordinating Duties│Function

• Resolve tenants’ concerns regarding building facilities and services in coordination with the concerned division/department heads e.g. Chief Engineer, Accounting Manager, Executive Housekeeper, Parking Manager.

• Escalate potential issues and unresolved concerns to the General Manager

DISPLAYS (Requirements and Competencies)

1. Education: Graduate of any four (4) year course, preferably management related

2. Experience: With at least two (2) years of experience preferably in the field of Tenant Relations and Customer Service