Head of CS 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.