Customer Service Officer/Manager

Key Responsibilities

1. Client Management (Asia Focus)

• Serve as the primary point of contact for Asian clients, especially Vietnam-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

1. 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

1. 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

1. 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

1. 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

1. 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)