Customer Success Officer

We are looking for a talent to:
 

• Handle tenant enquiries and complaints through various channels in a professional and timely manner
• Monitor case progress and follow up to ensure service issues are properly resolved
• Coordinate with internal departments on repair and maintenance schedules
• Assist in arranging appointments with tenants for different departments
• Support premises handover to new tenants, including pre- and post-handover procedures and documentation
• Conduct tenant visits, seasonal greetings, and tenant communication activities
• Communicate with tenants before renovation works commence and support related coordination
• Participate in service enhancement programmes and customer relationship initiatives
• Prepare regular reports and maintain customer service records and databases
• Handle departmental documents, memos, payment-related administration, and filing
• Attend and present updates at regular departmental meetings
• Perform ad hoc assignments and other duties as assigned by supervisors

Basic requirements:

• University degree or diploma holder, preferably in Hospitality, Property Management, or related disciplines
• Minimum 2 years’ relevant experience in customer service, hospitality, property management, or related industries
• Good command of spoken and written Chinese and English
• Comfortable using digital tools and AI applications to improve work efficiency, with proper review and accuracy checking
• Strong communication and interpersonal skills, with the ability to work with different stakeholders
• Customer-focused, positive, detail-minded, and solutions-oriented
• Able to identify tenant needs, follow up issues and escalate service matters where appropriate
• Good organisational skills and ability to handle documentation and administrative work independently
• Responsible, collaborative, and willing to learn new tools and work processes

Benefits:  

• Medical insurance
• Dental insurance
• Discretionary year-end bonus
• Paid birthday leave 
• Paid emergency leave
• Paid examination leave 
• Paid marriage leave & gift
• Paid compassionate leave