Operations & Customer Care Leader

Report to: Founder & CEO

JOB RESPONSIBILITIES:

Team management:

- Lead the Operations department (3-6 team members), including the following functions: Customer Care, Housekeeping & Maintenance, including but not limiting to the following items: arranging the department's working schedule, distributing work tasks, supervising and evaluating the department's working performance

Operations:

- Coordinately closely with the security company and supervise the working performance of assigned security guards to ensure safety and security for residents and assets within the residence buildings.

- Manage the softwares/system being run for the purposes of safety and security of the residence buildings, including but not limiting to: fingerprint lock system, magnetic key card system, camera system, etc.

- Take charge in working closely with the investors/colleagues/the Government authorities/service providers to ensure that all housekeeping & maintenance tasks within the residence buildings are resolved timely and effectively, including but not limiting to the following items: the fire protection system, electricity, water, refrigeration, waterproofing issues, pool maintenance, pest control, laundry.

- Plan and coordinate with the relevant departments/suppliers to (1) make sure that all apartments/public areas/storage areas are always in a presentable state and (2) timely and effectively upgrade/repair the apartments, public areas and storage areas used for operations purposes.

- Manage & be responsible for the cash budget of the Operations department and ensure that cash settlements made for Operations expenses are made correctly following the established guidelines.

- Coordinate with the Office Supervisor to ensure that tools/supplies needed for the operations purposes are purchased, kept and used effectively.

- Coordinate with the Office Supervisor to ensure that the storage areas and assets within the storage areas/public areas/apartments are well-managed, stored and used effectively.

Customer Care:

- Be in charge and take part in ensuring that all the customer-related procedures are properly and effectively carried out (for instance: apartment viewing, check in, check out, etc.)

- Oversee and take part in the customer-related paperwork procedures to ensure that all necessary paperworks are timely carried out, including working with the local police office to register temporary residence for tenants

- Assist in the process of collecting monthly electricity usages and update any extra service used by tenants in order to coordinate with the Office Supervisor to create monthly payment slips for tenants

- Be responsible for working with colleagues and any other related third party to ensure high quality of customer service and high level of customer satisfaction

- Oversee and ensure that any file/folder used within the Customer Care function is updated and used effectively.

- Resolve and handle complaints and requests from residents/guests

- Manage, plan and timely distribute necessary announcements to residents

- Plan, arrange and organize monthly events for residents and during public holidays

- Support and coordinate with the restaurant partner to ensure quality and service of F&B services.

*Other related operations & customer care tasks assigned by the CEO.

- Working hours: 9:00 - 18:00, 6 days/week.

- Full compensation scheme for working overtime or working on public holidays

- Social insurance, health insurance, unemployment insurance

- 15 days annual leave

- 02 team building meals per month

- Annual outing trip

- Property maintenance knowledge is a plus but not a must

- Excellent leadership, motivational and organizational skills

- Exceptional negotiation and people skills

- Can-do and service-oriented attitude

- Highly responsible, proactive and capable of multitasking

- Fluent English in all speaking, writing, listening and reading

- Comfortable with numbers, contracts, forms, etc.

- Eager to learn, improve and contribute