Customer Service Manager

2 weeks ago

Hanoi, Vietnam Savills Vietnam Full time

**JOB SCOPE** Be responsible for directly report to the Property Manager, ensure the working performance and services quality of the customer service department. The Customer Service (CS) Manager will be responsible for managing staff of the reception team and providing professional training for staff to help them to be ready to serve with an enthusiastic, friendly, professional and efficient attitude. He/she must work closely with the other department in the building to ensure the best service is provided to clients.

**RESPONSIBILITIES**
- Develop and implement the standardized work procedure for the department.
- Recruit, supervise, evaluate, monitor, and train staff.
- Delegate daily tasks for staff and follow-up to completion.
- Check daily track book of the reception team.
- Prepare weekly and monthly report of the customer service department.

Other tasks include but not limited to
- 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.
- Manage the keys keeping as well as delivery and reception.
- 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.
- Supervise the handover of the apartment/rented area to tenants/residents.

**Requirements**:

- Minimum 8 years of working experiences, of which at least 2 years working in the same position in hospitality industry (hotel/ real-estate/ property management)
- Good at communication both in Vietnamese and English
- Wow-service mindset, well-organized and multi-tasking ability
- Work well in team or individual
- Good at critical thinking or problem solving
- Good at computer literacy

**Benefits**:

- Competitive salary and other allowances
- 13-month salary bonus
- Premium healthcare insurance is provided other than compulsory insurance
- Annual leaves in accordance with regulatory
- Team building
- Professional working environment with international working standards
- Opportunity to move up your career.

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