Job Description

Job Responsibility As a Customer Experience Manager, you will be responsible for overseeing and enhancing the overall customer experience for our co-living tenants. You will lead a team of customer experience executives and collaborate with various departments to ensure the delivery of exceptional service and foster a vibrant, community-driven atmosphere within our co-living spaces. Key Responsibilities Team Leadership: Supervise and provide guidance to a team of Customer Experience Executives. Set clear goals, conduct performance evaluations, and support their professional development. Foster a culture of customer-centricity and continuous improvement. Customer Engagement Develop and implement strategies to engage with co-living residents and build strong, lasting relationships. Address escalated customer concerns and ensure they are resolved promptly and effectively. Customer Feedback Collect and analyze customer feedback to identify trends, areas for improvement, and opportunities to enhance the customer experience. Share feedback insights with relevant departments and drive changes as needed. Tenants Onboarding Develop and manage a comprehensive tenants onboarding process, ensuring that new tenants are informed about community rules, services, and amenities. Oversee room allocation, key distribution, and move-in/move-out processes. Service Quality Assurance Establish and monitor customer service standards to ensure consistent and exceptional service delivery. Collaborate with maintenance and operations teams to maintain property cleanliness and functionality. Communication Maintain open and transparent communication channels with residents through various mediums, such as email, phone, chat, and in-person interactions. Keep residents informed about updates, events, and services. Reporting And Analysis Regularly report on key customer satisfaction metrics and performance of customer experience initiatives. Utilize data-driven insights to make informed decisions and improvements. Training And Development Provide training to customer experience staff to ensure they are equipped with the necessary skills and knowledge. Create and update customer resources, such as guides and FAQs. Job Requirements Qualifications and Skills: Bachelor\'s degree in business, hospitality, or a related field (preferred). Proven experience in a customer service or customer experience management role, with leadership responsibilities. Exceptional interpersonal and communication skills. Strong problem-solving abilities and a deep commitment to customer satisfaction. Familiarity with customer relationship management ( RM) software. Proficiency in using communication tools and customer feedback analysis. Job Benifits Staff Benefit & Allowance Office Refreshment Onside free parking Cozy Co-working place

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