Head of Customer Service cum Operations Executive

Job Descriptions:

• Regular manage review of customer issue resolution to ensure timely and quality handling, to drive improved customer satisfaction and reduce escalated complaints due to poor service;

• Ensure the CS Team is Healthy and Safety trained as required;

• Arrange the shift for CS Team staff;

• Appraise CS staff and support them to achieve their goals;

• Review all maintenance/activities plan and Responsible to be on behalf of IPH Management to send all the notices to tenants where required;

• Continuously improve and innovate customer service solutions to keep up with ever evolving trends in customer behavior and needs;

• Acting as a point contact between OPS team and other departments (ENG/MKT/Leasing/....) to handle all the issues happening with tenants in a timely manner;

• Manage the filing record of the CS team;

• Review the report of the CS Team and Make weekly report to PM;

• Attend the weekly OPS meeting to share the on-going issues and propose the solution to PM and BOD for final decision;

• Build - up yearly plan for CS Team and keep updated the progress to PM;

• Make any report as required;

• Manage and follow with CS Team about the defects in the Building and work with related team to fix/repair;

• Cooperate with Duty team to supervise the vendors (cleaning/security/ pest control/…);

• Propose to adjust the regulations or build up necessary procedures in order to protect the facilities and to run the operation smoothly;

• Assist PM in strategic development and general management of Operations;

• Any further tasks necessary for the smooth operations and customer service of the building assigned by PM/BOD;

• Be responsible to handle all the issues in CS Team and all the issues of tenants.

Job Requirements:

• University degree of English/ Hospitality/ Tourism.

• At least 3-year experience working at same position.

• Excellent communication in both Vietnamese and English (4 skills).

• Customer service oriented, cooperative, well organized; be able to lead and train team member; be a highly responsible person;

• Be a problem solver and a team player as well as be able to work independently.

• Good working experience in MS Office applications, especially Word and Excel.

Job Benefit:

• Annual salary increment, 13th month salary;

• Annual leave, holidays and company vacation;

• Full of Social Health Insurance, advanced Healthcare Insurance, Annual health check;

• Tet allowance, marriage, other benefits and other regimes as Company Policy and current laws.

Organization relationships:

• Reports to Property Manager. Coordinate with all departments.