Customer Service Manager/ Property Cube

Savills Vietnam has been ranked among best service providers in the real estate market. Our property management team manages a portfolio of over 30 projects, including residential, office and commercial properties ranging from North to Central Vietnam.

We are seeking for an exceptional candidate who is looking for a next stage of their career to join our expanding property management team. As a member of Savills Property Management team, it will be a great opportunity to work in a multi-national environment and driven to maintain professional standards and become a top service provider.

JOB SCOPE– Customer Services Manager reports directly to Head of Property Management Department. He/she is responsible to ensure the every and each project Customer Service officer/ Receptionist are at the Savills standard and overseeing the Property Cube are effectively utilized.

DUTIES:

CUSTOMER SERVICES

• Assist in the development and implementation of standardized work procedure for Customer Service team.
• Conduct frequent audit all project Customer Service teams on their performance and standard.
• Involve in recruiting and coaching new Customer Service/ Receptionist.
• Conduct training, cross–training, and retrains all Customer Service/ Receptionists.
• Evaluates the job performance of each Customer Service/ Receptionist
• Conduct weekly/ monthly reports to Head of Department
• Develop and maintain plans to provide the best service to meet the needs of tenants.
• Ensure all Customer Service employees to wear proper uniforms and perform high standard of service follow to Company policies.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that Customer Service staff are, always, attentive, friendly, helpful and courteous to all guests and tenants.
• Review daily Customer Service work and activity reports.
• Review Customer Service log book and Guest feedback on a daily basis.

PROPERTY CUBE

• Train all CS on how to use Property Cube effectively (billing and fee payment, promptly feedback to tenants for their requirements and complaints etc.).
• Present the Property cube to clients
• Prepare unit, resident and outstanding data when taking over projects.
• Deploy new project.
• Prepare user and admin guide after releasing updates/ enhancement.
• Conduct weekly and monthly reports.
• Take care of adoption rate in all projects.
• Handle issues regarding outstanding and payment online.
• Collect feedback for enhancement
• Support project staffs via variety of communication applications.

Benefits include:

• Self-development: Professional career development with industry experts and access to an international network.
• Challenges: Challenge yourself with an innovative technology system.
• Welfare: Flexible parental leave, premium healthcare, and Covid-19 support.
• Fun: Team social events.

• Minimum 2-year experience in Customer Service Manager/ or Front Office Manager position. Experience in 5-star hotel or property management is an advantage.
• Professional representation
• Solid communications and good presentation skill
• Proficient English
• Ability to work effectively under pressure, unsupervised and as part of a team
• Ability to analyze, solve problems well and good judgment
• Excellent organizational and time management skills with the ability to multi-task.

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