Senior Customer Service Executive

Job Summary

Supervise and lead the concierge/customer service team to deliver exceptional service, manage daily operations, resolve escalated issues, and coordinate with stakeholders to enhance operational efficiency and service quality.

Responsibilities

• Supervise and manage daily operations of the concierge/customer service team to ensure smooth service delivery
• Lead, guide, and motivate team members to uphold high service standards and foster a positive work environment
• Monitor staff attendance, punctuality, grooming, discipline, and work performance to maintain professionalism
• Enforce adherence to company policies, operational procedures, and site-specific SOPs among team members
• Delegate duties effectively to ensure balanced task distribution and operational coverage
• Respond professionally to residents’ and guests’ enquiries, feedback, and complaints to maintain satisfaction
• Take charge of escalated matters and resolve operational issues promptly to minimize disruption
• Ensure proper shift handovers, daily reports, and operational records are accurately maintained for continuity
• Coordinate with the Operations Team, Management, and relevant stakeholders to address site matters collaboratively
• Identify operational inefficiencies and recommend actionable solutions to improve service quality and processes
• Perform frontline concierge duties and other tasks as assigned by Management to support team functions
• Manage staff conflicts and make sound decisions to maintain team cohesion and service excellence
• Maintain composure and apply problem-solving skills under pressure to handle challenging situations effectively
• Work independently to oversee daily operational responsibilities and ensure team accountability
• Adapt to rotating shifts, weekends, and public holidays to meet operational needs

Preferred competencies and qualifications

• Minimum 1-2 years of working experience in the hospitality industry
• Experience in hotel front office, guest relations, concierge services, or service apartment environments
• Previous supervisory or team-leading experience
• Strong leadership, communication, and interpersonal skills
• Well-groomed, professional, responsible, and service-oriented attitude