Assistant Manager, Customer Service ( Commercial)

JONES LANG LASALLE PROPERTY CONSULTANTS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading real estate firm in Singapore seeks a Customer Care & Tenant Relations Manager to elevate service standards to luxury levels. Responsibilities include managing tenant relations, leading the concierge team, and handling escalated complaints. The ideal candidate has extensive customer service experience and strong leadership skills.

Qualifications

• Experience in customer service roles, preferably in the hospitality or real estate sectors.
• Strong leadership abilities to manage teams effectively.
• Excellent communication skills for liaising with tenants and handling complaints.

Responsibilities

• Elevate customer care to a luxury 5-star hotel standard.
• Manage and drive the Concierge team for excellent service.
• Handle and resolve tenant complaints and escalations.
• Conduct tenant satisfaction surveys and suggest improvements.

Skills

Customer service excellence

Complaint resolution

Team leadership

Communication skills

Budget management

SOP compliance

Job description

Job Description

Customer Care & Tenant Relations

• Inculcate and elevate Customer Care service to a premium level equivalent to a luxury 5-star hotel standard;
• Develop, implement and sustain within the approved budgets a differentiated set of customer service initiatives to build tenant relations and rapport for tenant retention;
• Act as the key liaison with tenants for all feedback/complaints;
• Manage feedback from visitors and general public;
• Conduct formal monthly/quarterly meetings and ad hoc tenant meetings;
• Handle and contain escalated complaints from tenants;
• Ensure the respective building teams attend to and manage the issues timely and within the targeted KPI timelines;
• Conduct annual tenant satisfaction surveys, provide analyses, work with other teams on responses and suggest improvements on Customer Care, where required;
• Draft, manage and disseminate important informational and operational circulars and notices to tenants;
• Conduct new tenants’ induction/orientation;
• Review, update/refresh E-Handbook and website regularly;
• Ensure Tenant Directory, tenant’s contact & mailing list, emergency contacts, fire wardens, etc. are updated regularly and at least 2x a year.

Concierge Management

• Manage the Concierge team and drive them to deliver consistent and high level customer service;
• Ensure concierge behaviour such as attendance, timekeeping and grooming are consistent with required client’s standards;
• Deal with and manage staff discipline issues, as needed;
• Set the standard for the Security Concierge team and ensure they work together with the Concierge team as one;
• Manage recruitment, conduct staff performance reviews and incentive programmes with view to sustain and/or add value to overall service level;
• Provide customer service training and ensure all staff are updated with the relevant skill to ensure consistent level of service.

Helpdesk Management / Administration

• Manage Help Desk functions and ensure tenants’ feedback are handled within targeted timelines;
• Ensure smooth and efficient operation of the Tenant’s Portal system; and review and recommend improvements to system to address tenants’ needs, where required;
• Monitor, track and ensure all related expenses are kept within the approved budgets and comply with the Financial control policy
• Ensure invoices are approved in a timely manner for payment
• Prepare and submit monthly reports on Customer Care timely;
• Update SOPs regularly and ensure they are aligned with expected operational standards and KPIs.