· Receives complaints and orders from property occupants via various communication channels, telephone, email via Call Centre CRM , Property Management (PM) system and Facility management system (FMS). Review the objections/orders raised and forward and follow up them to the concerned management.
· Ensures that both an appropriate and adequate investigations takes place which includes the recording of all communications between the various parties and all information taken into consideration.
· Responds to customer inquiries and suggestions by e-mail or through courtesy calls in a timely manner. Ensure customer satisfaction through personal recognition and prompt cordial attention during all customer interactions.
· Follows through on the resolution of all complaints with the concerned department.
· Provides a weekly report to the line manager with a summary of handled complaints and requests, and their latest status, details of significant ones, communications made with tenants, residents.
· Obtains customer satisfaction feedback on the various services provided by property management like Maintenance, Security, Housekeeping, hospitality services etc. from tenants and owners using diverse feedback tools
· Fully manages customer care support for sub-leasing tenants, addressing their specific needs and inquiries.
· Assists the handover team in transitioning units and leasing sub-rented units, ensuring a smooth process for tenants and owners.
· Communicates and engages with tenants through personal visits, phone calls, emails, and written communications, adhering to URC’s communication standards and protocols
· Responsible for Coordinating with internal departments (FM, Leasing, Marketing, and Operations) to ensure alignment and prompt action on customer-related matters.
· Keeps abreast of updates and changes to URC's products and services to provide accurate information and support to tenants.
· Maintains confidentiality of all sensitive matters in the performance of job duties.
· Aids the line manager in ensuring that all standards within the customer charter are met.
· Keeps all relevant parties informed of assigned work programs as much as possible.
· Supports and advises tenants using URC organization's products or services.
· Perform other Duties as requested by line manger