Resident Relation Assistant

DUTIES & RESPONSIBILITIES

a. Job Summary: 

The Resident Service Associate is responsible for managing resident (customer) service operations in the managed residential or mixed used property(ies), achieving higher residents’ satisfaction and living experience. This position is under the guidance of the Property Manager/Engineer and/or Resident Service Officer and is tasked to work collaboratively with residents, Condominium Corporation, other property management colleagues, and post construction team.

b. Functional Duties & Responsibilities:

Responsible of managing resident (customer) service operations in the property.

1. Responsible for compliance and execution of company standards and plans for creating a very engaging residents/communities and achieving both higher residents’ service satisfaction and living experience.

2. Responsible in resolution and ownership of residents issues and following corrective actions through to resolutions including issues on residents billing and collections.

3. Ensures implementation of service and billing procedure, policies and standards– ensuring the that billing, work orders and defects rectification process are properly established and implemented with the objective to provide timely feedback to residents on the status of resolutions. Ensure that all accounting and bookkeeping procedures are strictly complied with. 

4. Secures accurate records and document customer service actions and discussions. Analyze statistics and compile accurate reports in compliance to Data Privacy Act. 

5. Prepare all purchase requisitions, purchase orders and request for payments as well as to monitor delivery items requested as per purchasing guidelines of the property.

6. Guarantees effective business relationship with Clients (e.g. Association Board of Directors, residents, etc.), and the communities within the property.

7. Responsible for the timely issuance of resident billings on monthly basis and corresponding collections are properly monitored and reported.

8. Work closely with the Property Management Team on the proper up-keeping and maintenance of resident facilities and amenities ensuring operational readiness at all times. Attend the internal Client Meetings as maybe required.

9. People Development and Training: Develop and nurture oneself to obtain an environment where one can excel and eventually be promoted to an officer level.

10. Keep ahead of industry’s developments and apply best practices to areas of improvement.

11. Perform other duties as maybe assigned by the Resident Services Officer.

JOB SPECIFICATIONS

a. Education Graduate of Any Bachelor’s Degree

b. Job Experience At least three (1) years’ management experience with proven experience in Customer Service (preferably in a hospitality industry)

c. Competencies Required

1. Customer Service Support

2. Excellent knowledge of management methods and techniques 

3. Strong communication skills 

4. Problem solving 

5. Knowledgeable in basic accounting skills. 

6. Computer literate (MS Office Applications, experience in using IPAS or NOAH is an advantage.