Customer Service Officer/Manager

Key Responsibilities

1. Client Management (Asia Focus)

• Serve as the primary point of contact for Asian clients, especially Philippines-based clients and partners
• Communicate effectively with clients across different cultural and business environments
• Manage expectations, clarify service scope, and ensure alignment on deliverables
• Build and maintain strong long-term client relationships through regular follow-ups

2. Customer Service & Issue Resolution

• Handle incoming service requests, complaints, and feedback in a timely and professional manner
• Ensure all issues are properly logged, tracked, and resolved within agreed timelines
• Provide clear updates to clients on progress and resolution status
• Escalate complex issues to operations or management when required

3. Coordination with Operations Teams

• Liaise with technical, maintenance, cleaning, and subcontractor teams for service execution
• Coordinate schedules for site visits, inspections, and rectification works
• Ensure client instructions are properly communicated and executed by internal teams
• Follow up closely to ensure service completion and client satisfaction

4. Service Quality & Reporting

• Maintain service standards and ensure SLA compliance across accounts
• Prepare reports on service requests, incident logs, and client feedback
• Identify recurring issues and propose preventive solutions
• Support management with client performance updates and service improvements

5. Administrative & Documentation Duties

• Maintain accurate records of client communications, service requests, and work orders
• Assist with documentation such as quotations, service reports, and vendor coordination records
• Support billing and invoice-related queries when required

6. Emergency Response & Escalation

• Respond to urgent facility-related issues and coordinate immediate action
• Escalate critical incidents to management promptly
• Ensure proper documentation of incident reports and follow-up actions

Requirements

Skills & Competencies

• Strong communication skills
• Comfortable engaging with clients from different cultural backgrounds
• Strong coordination and multitasking abilities
• Problem-solving mindset with attention to detail
• Proficient in Microsoft Office (Excel, Word, Email)