1. Relationship Management and Service Operations
• Develop and implement customer service strategies, focusing on B2B client care (building management).
• Oversee and manage all customer communication channels (LINE, telephone, email) to ensure timely and professional responses.
• Serve as the primary point of escalation for complex or high-priority customer issues.
• Build and maintain strong, lasting relationships with key contacts at the client
buildings/premises to ensure service continuity and maximum satisfaction.
2. Reporting and Documentation Management
• Prepare and present comprehensive monthly service reports, including key performance indicators (KPIs), to senior management.
• Oversee the accurate preparation and submission of financial and administrative documents related to client accounts and service agreements.
• Analyze service data to identify trends, areas for improvement, and potential risks to client relationships.
3. Problem Resolution and Cross-Functional Coordination
• Lead the resolution of complex service issues, coordinating closely with relevant internal departments (e.g., Operations, Finance, Legal) to ensure quick and effective solutions.
• Establish and maintain clear communication protocols between the customer service team and other business units.
4. Team Management and Leadership
• Supervise, mentor, and evaluate the performance of Customer Service Officers.
• Manage team workload and scheduling to ensure adequate service coverage.
• Conduct regular training sessions to ensure the team is knowledgeable about products, service standards, and problem-solving techniques.