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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
Job Responsibilities (Con't)

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
Impact / Accountability
  • Manage customer service satisfaction to support company’s set goal of 80% and above
  • Formulate and improve processes to meet or exceed customer’s expectations
  • Utilize CSI as useful tools for customer service campaign initiatives
  • Monitor and manage quality project execution timely and within expenditure budget
  • Manage available tools and resources and prioritize accordingly
Education/Professional Qualification

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

Professional Experience

Certification in Customer Service and Contact Center Systems and related disciplines

Competencies
L2 ACE Building Effective Teams
L2 ACE Continuous Learning
L2 ACE Developing Talent
L2 ACE Driving Success
L2 ACE Stakeholder Management
L2 ACE Strategic Visioning
P2 - Attention to Details (Quality Orientation)
P2 - Project Cost Management
P2 - Project Management
P2 - Project Quality Management
P2 - Project Time Management
P3 - Statutory and Legal Compliance
Risk Management

Governance, Risk and Integrity:

Understand, at minimal:

  • The Group and BU/OU/Support Department governance structure and process;
  • BU/OU/Support Department operating parameters;
  • Laws, rules and regulations impacting BU/OU/Support Department area of operations;
  • The Group’s principles and requirements of the Group's Code of Business Conduct ("COBC"), Group Policies and Authorities (“GPA”) and related policies and procedures.
  • The basic application of risk management in the BU/OU/Support Department area of operations;

        [the above is collectively known as “requirements”]

Drive, lead and/or assist in:

  • Maintaining compliance to the requirements.
  • Guiding others, where required.
  • Raise concerns and seek guidance when in doubt.


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