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Job Listing Detail

Customer Service Manager

Job Reference
Department
Property & Asset Management
Division
Employment Type
Location
HR Contact
Role Objectives

I. Summary of Position including Accountabilities & Key Objectives

The Customer Service Manager is responsible for and will be required to:

  • To monitor access into the building of all tradespersons, deliveries and project consultancy personnel
  • To receive complaints/requests from tenants
  • To monitor the performance of contractors providing operational services such as, but not limited to, security, cleaning, lifts and pest control.
  • Ensure tenancy fit-out plans and specifications are submitted to the appropriate consultancy team for vetting and follow through to approval.
  • Assist with the production and implementation of all emergency procedures at the property including over-viewing evacuation and fire drills.
  • Attend to and supervise all building operations, including the use of public thoroughfares, common areas, access control, security procedures, cleaning, building maintenance, lift usage, tenant conditions and parking arrangements

II. Job Details including Responsibilities

Main Responsibilities

  • Provide administrative support
  • Act as interpreter and translator
  • Administration
  • Assist other staff members to ensure the smooth running of the Department at all times

Activities:

  • Screening telephone calls, enquiries and requests, and handling them when appropriate
  • Welcoming and looking after new and existing clients
  • Act as interpreter and translator; translating English to / from Vietnamese
  • Maintain close relationship with Owner, tenant coordinator and clients
  • Organising and maintaining diaries and making appointments
  • Dealing with incoming email, faxes and post if required
  • Dealing with correspondence and writing letters, taking dictation and minutes
  • Producing documents, briefing papers, reports and presentations
  • Carry out any research as requested, presenting findings to the manager dealing
  • Organising and attending meetings and ensuring managers are well-prepared
  • Liaising with clients, suppliers and other staff if required
  • Devising and maintaining office systems to deal efficiently with managers paper flow
  • Organising and storing paperwork, documents and computer-based information as required
  • Arranging luncheons, travel, accommodation and occasionally, travelling with the manager to take notes or dictation at meetings if required

Fit-Out Works & Tenants

  • Coordinate and update the Deputy General Director with all aspects of clients or management requirements, together with progress reports relating to any outstanding issues
  • Assist Operations and Property Manager with fit-out meetings if required to interpret
  • Inform Property & Operations Manager of all unusual situations (regardless of whether or not assistance is required)
  • Update Property and Operations Manager of tenant / contractor decisions 
  • When required, attend property hand over meetings with tenants

Administration

  • Attend weekly departmental meetings with or on behalf of the Director and take / prepare the minutes in Vietnamese or English where required
  • Distribute minutes to relevant Directors and Managers as required
  • Ensure that all correspondence in English is checked and approved by the Director

Tenant Liaison

  • Establish and maintain good relationships with all tenants when coming into contact
  • At all times, deal with Tenant's complaints in a professional and courteous manner
  • Keep the Operations and Property Manager informed of any issues concerning tenants you become aware of

Outfit and Behaviour

  • Ensure your uniform/work clothes are immaculate and reflect the standard of the building
  • Treat all staff with respect and act in a discrete and professional manner at all times
  • Ensure that at all times you are well groomed and have a neat and tidy hairstyle
  • Follow the directions of the Operations or Property Manager about your appearance and grooming

At all times you must abide by the Regulations decreed by Management

Other related duties as assigned

III. Key Performance Indicators

  • Ensure that the Department is running smoothly at all times

IV. Person Specification

  • Proficient Knowledge of Word, Excel, and Powerpoint packages
  • Strong administration skills
  • Excellent communication skills both written and verbal
  • Ability to work with confidential information
  • Previous experience in a personnel role
  • Previous experience working with a database
  • Self-motivated with the ability to work unsupervised
  • Ability to coordinate a range of activities at once
  • A quick thinker who uses their initiative
  • Attention to detail, accurate and well organised
  • Well presented with excellent grooming skills
  • Ability to work under pressure and meet deadlines
  • Business etiquette is required at all times
​Confidentiality Statement
​During the course of the employment this position may become aware of confidential information in relation to the company, its clients or customers. It is a condition of this offer and your employment that this information be kept confidential by you both during and after your employment with the company.

Accountabilities
Required Qualifications