Job Description

Job Purpose

• Manage overall Township maintenance, upkeep, amenities and security services to enhance values to the Township
• Liaise with contractors and consultants on defects rectification matters
• Manages vendors or service providers to ensure that the service or products provided are in accordance to the company policies and meet the expectation of all stakeholders
• Ensure units handed are in good condition
• Ensure good rapport with Pro-Tem/Resident Association / JMB and organize community related activities
• Establish good rapport with LA and ensure proper handling over of common areas to LA

Job Responsibilities

Customer Service & Satisfaction

• Continuous development and improvement of customer service process and people development
• Continuous strategic development of customer-sensitive service expectations and sustainable service standard s
• Develop customer service improvement initiatives
• Develop strategy towards high customer retention via PRIME

Contract Centre

• Continuous development and improvement of an effective Experience Enhancement (EE) core services
• Provide effective telephony support services to customers, public and company\'s event/programs

Training & Development

• Develop strategies for Customer Service team and front liners and motivate them to achieve objectives related to customer centricity
• Manage the operational capability and proficiency and training needs for the front line team

Quality

• Achieve the required level of documentation for the department, including procedures, work instruction, reports, etc
• Identify and provide input for opportunities for Quality Improvement

Project Management

• Provide periodic project briefing and updates towards timely completion
• Consistent sharing of findings via service records history and projection

Township Services

• initiate all activities necessary to provide the maintenance, upkeep and enhancement of Township\'s amenities within the Township
• People and Communication
• Plan and organize events for the Township Community

• Develop strategies for Customer Service team and front liners and motivate them to achieve objectives related to customer centricity
• Manage the operational capability and proficiency and training needs for the front line team

Education/Professional Qualification

Degree in Real Estate Management/Architect/Surveying/Business Admin or any technical degree related to property development/management

Certification in Customer Service and Contact Center Systems and related disciplines

Sime Darby Property