Customer Service Manager

Job Brief:

This role is responsible for overseeing the commercial operations of the building, ensuring smooth delivery of services to all stakeholders, driving revenue and profitability, and implementing sustainable practices.

Job Responsibilities:

• Oversee CAM collection, reporting, and defaulter management
• Manage customer relations, ensuring high occupancy through short- and long-term rental operation
• Handle legal contracts and ensure compliance
• Develop and implement resident engagement strategies.
• Coordinate with Head Office on ad hoc commercial assignments.
• Ensure effective communication with residents and facilitate secondary sales.
• Manage complaint resolution and ensure TATs are met according to SLA
• Foster relationships with vendors, affiliates, and residents to maintain smooth operations.
• Responsible for facility and property management affairs.
• Devise & Improvise SOPs related to residents and enable Administration to implement the same.
• Design and exercise control mechanisms with respects to short- and long-term tenants including access management and gate protocols to maintain quality occupancy.
• Manage collections including CAM and other commercial fees.
• Keep residents informed on contract changes or issues, ensuring retention and satisfaction.
• Collaborate on marketing campaigns to promote the property
• Achieve targets for revenue, occupancy, customer satisfaction, and complaint resolution.

Job Requirement:

• Qualification: Graduate preferably in Management & Marketing Relevant Experience.
• Experience: 3-4 Years of Relevant experience.
• Location: Lahore.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc).
• Design & implement SOPs for optimum building operations and deploy controls to ensure a comfortable environment for the customers/tenants/guests.
• Create, develop and exploit commercial opportunities to increase the Company’s income through existing and potential new clients to target, initiate and develop business relationship.
• Negotiate the terms of tenancy agreements, Manage partnership with both the clients and the tenants.
• Works in a highly collaborative manner with internal and external stakeholders to effectively communicate the value proposition.