Job Description
About Our Client
Our client is a prestigious property management company renowned for its management of diverse shopping malls, commercial buildings and residential clubhouses in Hong Kong. As part of their recent expansion, they are seeking experienced professionals to join their team in the roles of Senior Customer Service Executives and Assistant Customer Service Managers. These positions are crucial in providing exceptional support and maintaining the high standards of their concierge operations.
Responsibility
- Assist in overseeing and managing the daily operations of the customer service department for designated properties in shopping malls, commercial buildings, or residential clubhouses.
- Handle escalated customer inquiries, complaints, and requests in a timely and professional manner, ensuring a high level of customer satisfaction.
- Supervise and train a team of customer service representatives, providing guidance and support to ensure consistent delivery of excellent customer service.
- Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience.
- Monitor and analyze customer feedback and trends, identifying areas for improvement and implementing appropriate strategies and initiativ
- Collaborate with other departments, such as property management, leasing, and facilities management, to address customer concerns and ensure smooth operations.
- Prepare reports and presentations on customer service performance metrics, including customer satisfaction, response times, and issue resolution.
- Stay updated with industry trends and best practices in customer service, proactively recommending improvements and innovative solutions to enhance the customer experience.
Requirements:
- Higher Diploma or above with at least 5 years of solid customer service/relationship management experience.
- Proven experience in a customer service role within the property management industry, specifically with shopping malls, commercial buildings, and residential clubhouses is a big plus.
- Strong leadership and supervisory skills, with the ability to effectively manage and motivate a team.
- Knowledge of property management operations, including lease agreements, maintenance procedures, and tenant relations will be an advantage.
- Strong organizational and time management skills, with attention to detail.
Flexibility to work evenings, weekends, and holidays as required by property operations. - Excellent interpersonal and communication skills
- Good command of both spoken and written Chinese and English
Click "Apply Now" to apply for this position or call Andy Lo at +852 3180 4937 for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only.
