- Permanent
- $2800 - $3400
- Mon to Fri: 9am-6pm
- Toa Payoh
We are seeking a highly motivated and experienced Customer Service Executive cum Trainer to join our dynamic team. The ideal candidate will serve as the primary point of contact for tenants residing in properties managed by our company, ensuring a seamless experience through prompt and clear communication. In addition to handling customer queries, this role will also involve delivering training sessions aimed at improving customer service processes and skills within the team.
Responsibilities:
1. Customer Service:
- Serve as the main point of contact for tenants, addressing inquiries, concerns, and requests via phone, email, and in-person interactions.
- Respond to tenant queries in a timely and efficient manner, ensuring resolution of issues related to property management, maintenance, billing, and other tenant services.
- Maintain a high standard of communication, ensuring clarity, professionalism, and friendliness in all interactions.
- Handle customer complaints with patience and empathy, escalating cases to senior management when necessary.
- Provide follow-up to ensure tenant satisfaction and resolve any lingering concerns.
- Work closely with property management teams to coordinate solutions for tenants and ensure smooth day-to-day operations.
2. Training & Development:
- Conduct training programs for new customer service staff to equip them with knowledge about company processes, communication protocols, and tenant management strategies.
- Develop and maintain training materials, such as guides, FAQs, and templates, for the customer service team.
- Train employees on how to handle tenant inquiries effectively through email and phone.
- Identify knowledge gaps within the team and provide one-on-one or group training sessions to address them.
- Stay updated on best practices in customer service and incorporate them into training modules.
3. Communication & Coordination:
- Liaise with internal teams, such as property managers and maintenance staff, to ensure tenant issues are resolved promptly.
- Communicate updates, policy changes, and new services to tenants, ensuring they are well-informed.
- Keep accurate records of tenant interactions, inquiries, and complaints to track performance and ensure a high level of customer satisfaction.
4. Performance Tracking & Reporting:
- Monitor key customer service metrics (e.g., response time, customer satisfaction scores) and report on performance to management.
- Provide feedback on areas for improvement based on tenant feedback and team performance.
Duration:
Permanent
Salary:
Working hours:
Location:
Requirements:
- Experience: 3-5 years of experience in customer service in any industry, preferably with experience handling customer queries via email and phone.
- Communication Skills: Exceptional verbal and written communication skills with a strong ability to communicate clearly and effectively.
- Training Experience: Previous experience in training customer service teams is preferred, with a solid understanding of training methodologies and materials development.
- Technical Skills: High proficiency in using email, phone systems, and other customer service software or tools to manage tenant queries.
- Problem-Solving: Ability to handle customer complaints with tact, empathy, and quick thinking to find suitable solutions.
- Team Player: Ability to collaborate effectively with different departments and contribute to a positive work environment.
Preferred Qualifications:
- Experience in property management or real estate is an added advantage.
- Proven ability to work in a fast-paced environment while managing multiple tasks.
- Strong organizational skills with attention to detail.
Interested applicants, kindly email your detailed resume (MS Word format is preferred):
[email protected] (Reg No: R23117747)
Please ensure that applications sent through email are no bigger than 1Mb.
We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.
Success Resource Centre Pte Ltd (EA License Number: 04C3201)
3 Shenton Way, Shenton House,
#19-01 Singapore 068805
T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg
