Deputy Customer Service Manager - Property Management Industry

customer service management Assume full responsibility for overseeing designated service lines or assigned operational areas.Assist in Oversee overall customer service operations, including front desk reception, hotline operations, customer visits and related activities.Strengthen customer relationship management and enhance customer trust and satisfaction.Ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales.Assist in establishing a complaint handling and disciplinary oversight mechanism to resolve client complaints.

Policies, SOPs & Procedures Assist in developing customer service systems, procedures, and service standards.

Performance Management Conduct performance evaluations for department staff and strengthen team management and accountability.

Training & Development Assist in building and implementing a customer service training system. collections managementNotify customers of fees due in accordance with property owner requirements.Follow up on payment collections.

External affairs & protocolParticipate in company external affairs receptions, conference services, and protocol related activities.

Bachelor’s degree in Business , Hotel management or related field.Minimum 8 years of experience with customer service & property management.Ability to formulate customer service work plans and service standards.Ability to deal with complaints and resolve problems.Excellent in communication, coordination, and data analysis.Proficient in English listening, speaking, reading, and writing.