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Urgent! Assistant Manager, Customer Service ( Commercial) Job Opening In Singapore, Singapore – Now Hiring JONES LANG LASALLE PROPERTY CONSULTANTS PTE LTD

Assistant Manager, Customer Service ( Commercial)



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.
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