• Lead and manage the customer relationship team, setting performance standards, monitoring progress, and providing coaching and feedback to ensure high levels of service and professionalism. Supervise staff activities to ensure prompt delivery of services and maintenance of discipline within the team.
• Develop and implement strategies to enhance customer satisfaction and loyalty, ensuring that client and tenant needs are met and exceeded.
• Serve as the primary escalation point for resolving complex or high-priority issues, ensuring timely and effective solutions.
• Liaise with the maintenance division to coordinate and expedite maintenance requests and ensure seamless communication between tenants, clients, and the maintenance team.
• Analyze customer feedback, identify trends, and make recommendations for improvements to processes, policies, or services.
• Develop and maintain comprehensive knowledge of all properties under management, including specific maintenance needs, to provide informed support to clients and tenants.
• Facilitate regular meetings with the customer relationship and maintenance teams to discuss performance, address issues, and share best practices. Ensure staff adherence to company policies and maintain discipline and professionalism at all levels.
• Ensure compliance with all relevant regulations, standards, and company policies.
• Prepare and present reports on customer relationship activities, performance metrics, and improvement initiatives to senior management.

Job Requirements