Customer Experience & Incident Management (CEIM)

THE RESERVE PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A prestigious property management firm in Singapore seeks a Customer Service Executive. Responsibilities include enhancing tenant experiences, ensuring security compliance, and managing inquiries effectively. The ideal candidate has at least 1 year of customer service experience and strong administrative skills. Additional perks include performance-based bonuses and health insurance.

Benefits

Uniforms provided

Additional leaves entitlement

Performance-based bonuses

Health and medical insurance coverage

Qualifications

• At least 1 year experience in customer service, front desk, or concierge.
• Proficient with administrative software.
• Exceptional communication and interpersonal skills.

Responsibilities

• Welcome tenants and guests warmly, creating a positive first impression.
• Manage inquiries promptly through various channels.
• Enforce security and access control procedures.

Skills

Customer service orientation

Communication skills

Problem-solving skills

Attention to detail

Tools

Microsoft Office

Job description

Customer Service Excellence & Conflict Resolution

• Welcome tenants and guests warmly and professionally, creating a positive first impression and a personalised experience from the outset.
• Manage inquiries (phone, email, and in-person) promptly and professionally, ensuring clear communication and exceptional service delivery.
• Respond to tenant and guest requests effectively, striving to exceed expectations at every opportunity.
• Handle complaints or feedback with diplomacy, turning challenges into opportunities to improve service quality.
• Provide event support, ensuring smooth coordination and execution while adhering to all established protocols and SOPs.

Service Enhancement & Operational Support

• Assist in property administration tasks with accuracy, attention to detail, and strong organisational skills to support operational efficiency.
• Maintain in-depth knowledge of services, facilities, and amenities to provide accurate and helpful information to tenants, visitors, and clients.
• Adapt to changing operational needs by taking on additional responsibilities, demonstrating flexibility and a proactive service mindset.
• Consistently follow SOPs and company protocols while seeking ways to enhance the customer experience.

Security & Safety Compliance

• Enforce security and access control procedures to maintain a safe and orderly environment.
• Conduct regular patrols, CCTV monitoring, and surveillance, balancing security vigilance with a welcoming approach.
• Verify and authorise all personnel entering the premises in accordance with access control protocols.

Incident & Emergency Management

• Respond to and report incidents promptly through designated communication channels, maintaining composure and professionalism in all situations.
• Report facility or equipment faults immediately to relevant teams for swift rectification.
• Support fire safety protocols during drills and real incidents, ensuring stakeholder safety and compliance with regulations.

Safe Deposit Box (SDB) Operations

• Assist clients with onboarding, account sign-up, and access arrangements.
• Manage general inquiries and provide clear guidance on SDB procedures, usage, and security protocols.

Requirements:

• Able to commit to Shift Work (Daytime)
• At least 1 year experience in customer service / front desk / concierge.
• Proficient with Administrative software (Eg. Microsoft Office)
• Proven experience in security management or a related field.
• Exceptional communication and interpersonal skills.
• Proficiency in security protocols and access control systems.
• Ability to manage incidents and emergencies effectively.
• Customer service orientation coupled with a polished and professional demeanour.
• Basic understanding of property management and administration.
• Keen attention to detail and adept problem-solving skills.
• Bonus if possess a Class 3 Driving License.

Employee Benefits:

• Uniforms provided
• Additional leaves entitlement
• Performance-based bonuses
• Health and medical insurance coverage