Assistant Manager/Manager – Customer Service, Upto 60M (29085) [Thuy Nguyen - Hai Phong]

• Job Summary
• Manage the Customer Service Department to ensure service quality and customer/tenant satisfaction for industrial park (IP) and/or commercial and residential (C&R) projects.
• Develop departmental plans, manage KPIs, improve operational processes, and maintain strong relationships with customers/tenants.
• Lead the team and coordinate with internal departments and external stakeholders to ensure effective service delivery and timely resolution of customer issues.
• Job Details

1. Planning & Management

• Develop annual plans and KPIs for customer service quality and customer/tenant satisfaction.
• Establish, review, and continuously improve operational processes and procedures.
• Monitor daily operations and departmental performance, taking corrective actions when targets are at risk.
• Assign tasks, guide, supervise, and evaluate team members to ensure operational efficiency.

2. Customer Relationship & Service Quality

• Build and maintain good relationships with customers/tenants and handle escalated complaints and complex issues promptly and professionally.
• Ensure customer/tenant databases are regularly updated and customer interactions are properly tracked.
• Conduct annual customer satisfaction surveys, analyze feedback, and propose improvement actions.

3. Coordination & External Relations

• Coordinate with relevant departments to ensure smooth service delivery to customers/tenants.
• Liaise with local authorities to support customers/tenants in resolving issues as they arise.
• Coordinate with the Marketing Department to organize customer care and engagement activities for existing customers/tenants.

4. Reporting

• Prepare and submit regular reports to the Board of Management on departmental activities, staff performance, significant customer matters, and pending issues.
• Advise management on appropriate customer responses and recommend solutions to customer requests requiring approval.

5. QHSE & Other Responsibilities

• Comply with company QHSE policies, environmental requirements, occupational health and safety regulations, and relevant procedures.
• Perform other duties as assigned by the Board of Management.

Yêu cầu công việc

• Bachelor’s degree or higher in Business Administration, Economics, or related fields.
• Minimum 5 years of relevant experience in Customer Service for industrial parks (IP) and/or commercial and residential (C&R) projects.
• At least 2 years of experience in a managerial position.
• English proficiency is required - Upper intermediate level.
• Good leadership and management skills.
• Strong interpersonal, communication, and negotiation skills.
• Ability to handle customer complaints and complex issues professionally and effectively.
• Ability to collaborate effectively with other departments.

Quyền lợi được hưởng

• Social insurance
• Review salary: 1 time/ year
• 13th month salary
• Lunar New Year bonus: Depend on company business status
• Healthcare insurance 24/7 for family member (for manager level)
• Gifts for official holiday: 30/4-1/5, 2/9, 1/1
• Employee will be off on Singapore National Day and Christmast day.