Job Summary
To conduct liaison and communication between DHCM and the owners/tenants of the assigned communities to perform the timely collection of service charges, monitor the condition of the communities, and fully address any identified issues in order to ensure quality customer service, decent living standards, and customer satisfaction within DHCM communities.
Key Accountabilities & Tasks
Respond to all enquires and complaints received from the owners/tenants of the community in a timely manner ensuring an adequate level of customer service is provided.
Investigate customer complaints in order to identify the issue, and follow-up to ensure the relevant action is taken to fully resolve the problem and the customer is satisfied with the outcome.
Escalate issues that cannot be resolved in line with the appropriate escalation process so that customer complaints are handled efficiently and effectively.
Educate owners and tenants about DHCM’s community rules and regulations in order to ensure full compliance at all times.
Execute the timely collection of the service charges for the assigned communities in order to ensure availability of sufficient funds to sustain the services provided to the communities.
Inform owners/tenants of any changes and/or issues related to the service charges in order to avoid any disruption to the community services.
Perform regular site inspections of the assigned communities in order to observe the condition of the communities’ assets and service quality with regards to soft services, pest control, external cleaning, waste management, landscaping, and security, ensuring decent living conditions for residents of DHCM communities.
Monitor third party service providers to ensure the required services to maintain the community are provided in line with the Service Level Agreement (SLA).
Provide feedback and coordinate with the relevant internal department and/or third party service provider in order to address identified issues with the communities’ infrastructure assets and/or soft services in a timely and satisfactory manner.
Perform the issuance of no objection letters for the assigned communities to ensure all community activities are conducted safely and securely for residents and in compliance with the communities’ rules and regulations.
Update the database of owners in order to ensure all contact details are accurate and updated to enable the collection of service charges and maintain ongoing communication with owners/tenants.
Ensure all customer complaints are logged in the system in order to record and monitor the progress of all issues raised in a timely and quality manner.
Participate in the budgeting for the assigned communities with the Community Manager to ensure relevant information is provided to enable accurate budgets to maintain the communities in line with DHCM’s standards and rules and regulations.
Identify opportunities for continuous improvement of systems, processes and practices taking into account ‘international leading practice’, improvement of business processes, cost reduction and productivity improvement.
Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
Prepare Facility and Community Management Departmental statements and reports timely and accurately to meet DHCM’s and Department’s requirements, policies and standards.
Qualification, skills, experience:
Bachelor’s degree graduate in business management or a similar field.
Minimum of four years’ experience in similar field.
Project management skills.
Effective interpersonal and communication skills.
Time management, priority and organization skills.
Analytical thinking and problem solving.
Proficiency of MS Office