Customer Experience Manager

Job Descriptions:

1. Build and maintain relationships with client groups to manage customer relations.
2. Create customer satisfaction and leave a positive impression.
3. Oversee, plan, and develop initiatives to foster community building and customer loyalty for the project.
4. Plan customer engagement activities and communicate with clients through both online and offline channels.
5. Plan and create campaigns with content to directly reach customers.
6. Coordinate with relevant parties to organize various activities for customers, both online and offline.
7. Collect and analyze customer data to understand individual behaviors and enhance satisfaction.
8. Manage satisfaction levels in accordance with the defined SLA of the customer relations department.
9. Monitor and address homeowner satisfaction after move-in.
10. Ensure preparedness of documentation and equipment for customers in receiving transfer boxes within specified timelines.
11. Manage feedback from homeowners and customers via applications and the call center.
12. Create value through soft sales strategies and recommend various company projects.
13. Review documentation related to the management of each project’s legal entities.
14. Check records of income and expenses for shared costs in each project.
15. Maintain the database of homeowners for each project.
16. Establish management fees for various projects and record expenses in common areas.
17. Act as a central unit to coordinate and distribute maintenance requests for various projects.
18. Support the handover process to the legal entity for each project.
19. Perform other assigned duties.

Qualifications:

1. Bachelor’s degree or higher in any field.
2. Have at least 5 years of experience in customer management and administration.
3. Possess English communication skills with a TOEIC score of ≥ 650.
4. Have good communication skills, strong interpersonal relations, and analytical thinking abilities.
5. Have a passion for service and coordination skills.
6. Understand construction or system-related issues and can effectively solve problems as they arise.
7. Proficient in using Microsoft Office programs.
8. Highly responsible and able to work under high pressure.