Customer Service Manager

Job Title: Customer Service Manager
Department: Property Management
Reports functionally to: Property Manager

 

JOB SCOPE – Be responsible to directly report to the Property Manager, ensure the staff of the reception team in terms of numbers, their attendance during work shift, and provide professional training for staff to be ready to serve with enthusiastic, friendly, professional and efficient attitude. He/she has to work closely with the security department to ensure effective control of access. Supervisor: Receptionist

 

Responsibilities

  • Ensure departmental goals are always fulfilled
  • Assist in the development and implementation of standardized work procedure for the department
  • Recruit, supervise, evaluate and train staff
  • Assist in tracking expenditures and needed equipment for the department
  • Delegate daily tasks for staff and follow up to completion
  • Make and monitor staff plans and leave schedules
  • Check daily track book and promptly detect any irregularities
  • Prepare weekly report and submit to the CEO
  • Prepare weekly and monthly report including these following contents
    • All guests entering the building (guest of tenant, delivery agent, contractor, etc.)
    • Urgent requests from tenants which have been processed.
  • Synthesize and explain in detail monthly expenditures of the department
  • Manage the keys keeping as well as delivery and reception
  • Support effectively the training of new employees
  • Maintain relationships and work well with other departments
  • Always satisfy tenants, resolve requests, messages, questions, comments, suggestions, tenants and guests’ transportation requests effectively with enthusiastic attitude
  • Inform the relevant team/ department and the management office about the requirements, questions and comments, etc. of tenants, and ensure that these issues are addressed thoroughly
  • Develop and maintain plans to provide the best service to meet the needs of tenants
  • Ensure that all furniture, equipment, decorators and/ or equipment in or outside the reception area are in a neat, tidy and well-functioning condition. When necessary, coordinate with the management office and other departments in terms of repair and sanitation to complete the work in the shortest time
  • Avoid the situation when guests have to wait a long time in the lobby, ensure that drivers, sellers, delivery staff and friends of tenants in the building are not allowed to stay long in this area
  • Assist the Property Manager and Assistant Property Manager in updating the list of tenants, including temporary guests as well as members of the company visiting the building
 

This Job Description was prepared by Savills Vietnam and may be adjusted from time to time and subject to work requirements

 

Key contacts

Luu Tuyet Hanh

Luu Tuyet Hanh

HR Manager
HR & Administration Dept.

Savills Hanoi

+84 24 3946 1300