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Customer Service Director

2 weeks ago

Lahore, Punjab, Pakistan beBee Careers Full time

Job Description:

Key Responsibilities
  1. Tenant & Visitor Relations: As a primary contact, address inquiries and complaints promptly, ensuring all interactions are welcoming and professional.
  2. Customer Service Oversight: Manage concierge and front desk teams to maintain high service standards. Develop customer service protocols for security, maintenance, and administrative staff.
  3. Conflict Resolution & Complaint Management: Investigate escalated concerns and resolve them by coordinating with property management, security, and vendors. Maintain detailed records for reporting and trend analysis.
  4. Stakeholder Coordination: Liaise between tenants, property management, leasing teams, and third-party service providers to ensure smooth operations. Conduct regular check-ins to assess satisfaction and needs.
  5. Community Engagement & Retention: Organize events, newsletters, or initiatives to foster community engagement. Use feedback mechanisms to identify areas for improvement.
  6. Policy & Process Improvement: Develop and update customer service policies, emergency protocols, and communication guidelines. Monitor service performance metrics and suggest enhancements.
  7. Move-In/Move-Out Coordination: Assist new tenants with onboarding and facilitate smooth move-out processes, including feedback collection and exit procedures.