Customer Service 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)