Customer Service Manager

Job Responsibilities and Requirements

1. Customer Service Operations

• Oversee all customer service activities within the property management office.
• Ensure timely and professional handling of resident inquiries, requests, and complaints.
• Track, record, and resolve service issues, ensuring follow-up until closure.
• Handle escalated or complex customer issues and provide effective solutions.

2. Resident Relationship Management

• Build and maintain good relationships with residents to enhance satisfaction and trust.
• Conduct resident satisfaction surveys and implement improvement plans.
• Organize and support community events, communication activities, and announcements.
• Provide move-in and move-out support, including orientation for new residents

3. Communication & Coordination

• Coordinate with security, maintenance, cleaning, finance, and other departments to ensure smooth service delivery.
• Follow up on repairs, maintenance requests, and urgent issues.
• Report major incidents, customer complaints, or operational risks to management in a timely manner.

4. Documentation & Reporting

• Maintain accurate records of complaints, service requests, and resident files.
• Prepare weekly and monthly service reports, including performance data and improvement suggestions.
• Assist in updating service guidelines, SOPs, and customer communication templates.

5. Policy Implementation & Compliance

• Ensure all customer service activities comply with company policies and estate regulations.
• Monitor adherence to safety, service, and complaint-handling procedures.
• Train staff on new policies, customer interaction skills, and emergency response protocols.

6. Additional Responsibilities

• Participate in budgeting for customer service operations.
• Assist in emergency response management (fire, medical, security incidents).
• Support management in special projects or operational improvements.
• Perform other relevant duties assigned by the Property Management Director.