Customer Service Manager

Job Purpose

To lead customer service and tenant relations for RASA One Building, ensuring a consistently professional, safe, and responsive experience for tenants, visitors, and other stakeholders. The role manages service delivery, coordinates building support services, resolves issues, monitors satisfaction, and drives continuous improvement in collaboration with Operations, Engineering, Security, Housekeeping, Parking, Leasing, and external service providers.

Key Responsibilities

1. Tenant Relations & Customer Experience

Serve as the primary escalation point for tenant enquiries, complaints, service requests, and sensitive customer matters.

Build and maintain strong relationships with tenants and key stakeholders through regular engagement, timely communication, and proactive follow-up.

Monitor tenant satisfaction, analyse feedback and recurring issues, and implement service improvement plans.

Ensure all tenant and visitor interactions reflect RASA Group’s service standards and professional image.

2. Service Operations & Coordination

Oversee day-to-day customer service and reception operations across assigned properties, including service desk, visitor coordination, complaint handling, and tenant communications.

Coordinate with Engineering, Security, Housekeeping, Parking, and other teams to ensure service requests are resolved within agreed service levels.

Monitor building conditions from a customer-experience perspective and promptly coordinate corrective action for maintenance, safety, cleanliness, accessibility, and amenity issues.

Establish and maintain standard operating procedures, service-level standards, escalation protocols, and customer communication templates.

3. Vendor & Service Provider Management

Coordinate and monitor third-party vendors and contractors supporting customer-facing services, including security, parking, cleaning, and related services.

Review vendor performance against contractual requirements, service-level agreements, customer feedback, and agreed corrective actions.

Support vendor selection, service reviews, and cost-control initiatives in coordination with Procurement and Operations.

4. Safety, Security & Incident Management

Support the development, communication, and execution of emergency response, business continuity, and tenant safety procedures.

Coordinate customer communications during incidents and ensure accurate escalation, documentation, follow-up, and closure.

Participate in emergency drills, safety inspections, and post-incident reviews, ensuring lessons learned are incorporated into procedures.

5. Team Leadership & Capability Development

Lead, coach, schedule, and evaluate the Customer Service and Reception team to maintain adequate coverage and consistent service quality.

Set clear performance expectations, conduct regular briefings and coaching, and identify training and development needs.

Promote teamwork, accountability, service-minded behaviour, and continuous learning across the team.

6. Reporting, Budget & Continuous Improvement

Maintain accurate records of enquiries, complaints, incidents, service requests, response times, and resolutions.

Prepare regular management reports and dashboards on customer satisfaction, service performance, recurring issues, risks, and improvement actions.

Support annual operating plans and budgets for customer-service-related activities and monitor expenditure within approved limits.

Identify opportunities to improve processes, technology use, productivity, tenant engagement, and the overall customer journey.

7. Project Handover & Leasing Support

Participate in project completion, inspection, handover, acceptance, and takeover activities for new or renovated commercial areas to ensure operational and customer-service readiness.

Provide tenant-experience and operational input to leasing, fit-out, move-in, move-out, and building activation activities.

Support tenant onboarding and coordinate relevant operational requirements with Leasing and Property Operations; commercial negotiations remain subject to the organisation’s approval authority matrix.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, Property Management, Marketing, Communications, or a related field.
• At least 7 years of relevant experience in customer service, tenant relations, hospitality, commercial property, office building operations, or related services, including at least 3 years in a people-management role.
• Demonstrated experience managing customer-facing operations, complaints, service recovery, vendors, and cross-functional coordination.
• Strong understanding of office building operations, tenant needs, service standards, safety procedures, and emergency response coordination.
• Strong business acumen, planning, problem-solving, negotiation, presentation, and stakeholder-management skills.
• Excellent verbal and written communication skills in Thai and English.
• Proficiency in Microsoft Office; experience with CRM, helpdesk, visitor management, or property management systems is an advantage.

Leadership & Functional Competencies

• Customer Experience & Service Recovery
• Building Strategic Relationships
• People Leadership & Coaching
• Operational Planning & Execution
• Vendor and Service-Level Management
• Problem Solving & Sound Judgement
• Communication, Influence & Negotiation
• Data Analysis, Reporting & Continuous Improvement