Customer Service Officer (Residencial Projects)
About this position
Responsibilities
• Ensure that all customers receive outstanding services and necessary support in a professional and friendly manner which includes handling over the condominium units, coordinating with Property Management & Juristic Person, and assisting every tenant in day-to-day operations, maintaining excellent service standards.
• Acting as a communication channel (a point of contact) amongst unit owners, juristic person, and tenants, conveying rent, contract, billing note, information, announcements, and updates effectively.
• Coordinating with Property Management & Juristic Person to ensure both handover and moving plan are completed in a timely manner.
• Building relationships with tenants to ensure they are satisfied with their living conditions and the services.
• Addressing tenant grievances, resolving conflicts, and ensuring that disputes are handled promptly, professionally, and fairly.
• Effectively identify issues and concerns and provide appropriate correspondence as required.
• Manage and facilitate all the terms of the rental process for tenants and renewals between tenants and marketing & leasing / sales, striving to retain long-term tenants.
• Work closely with sales & marketing, M&E and vendor, accounting & finance, and legal team to achieve goals.
• Coordinate maintenance requests, repairs, cleaning, and renovations to ensure minimal disruption to tenants' daily lives, completing minor repairs or calling a contractor/vendor when necessary.
• Monitor and follow up on the progress of defects rectification.
• Liaise with housekeeping, cleaning, technician, and security staff to ensure that safety and cleanliness standards are well-maintained.
• Implementing strategies to enhance tenant/customer satisfaction, such as organizing community building events or addressing specific concerns promptly.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies, procedures, and tenant & customer service standards to always offer superior service and professionalism to tenant & customer.
• Report directly to General Manager.
Requirements
• Bachelor’s degree or higher in business administration, Liberal Arts, Marketing, Property Management, Facility Management, Housing, Real Estate Business, or related fields.
• Minimum 2 years of relevant experience in Tenant & Customer Relationship Management, preferably in Residential Projects, Condominiums, Serviced Apartments, Commercial Buildings, and Hotel.
• Computer-literate and have a good working knowledge of Microsoft Office, Excel, PowerPoint.
• Good command of both spoken & written Thai & English to convey information clearly.
• Passion for Excellent Customer Service Attitude. Ability to work well under pressure.
• Juggling multiple tasks, patience, good listening skills to understand and address tenants and customers' needs effectively and being empathetic in interactions. Possess a customer service mindset.