Customer Service Officer/Manager

Key Responsibilities

1. Client Management (Asia Focus)

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

2. 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

3. 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

4. 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

5. 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

6. 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)

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