Main Operational Responsibilities
ORGANIZATIONAL FOCUS & SCOPE
Ensures excellent service standards and maintains high customer satisfaction.

Acts as a liaison between customers and the company.

Establishes a positive working relationship with customers.

Ensures that the customer is constantly informed and updated regarding all aspects of their property.

INSTRUCTIONAL FOCUS & SCOPE

Assists and follows up on complaints in coordination with the Quality Department, when necessary.

Assists in the preparation of legal templates for General Assemblies, Payment Notices, etc., for residential projects.

EXECUTIVE FOCUS & SCOPE
Maintains a clear picture of the entire project status and pending issues.

Effectively manages incoming calls and maintenance requests.

Identifies and assesses customers’ needs.

Provides accurate, valid, and complete information using appropriate methods/tools.

Handles complaints, provides appropriate solutions, and ensures resolution follow-up.

Keeps records of customer interactions and property-related documents.

Follows communication procedures, guidelines, and policies.

Coordinates with customers for Access Permissions and appointments.

Conducts quarterly meetings with new clients.

Performs bi-annual visits to new sites with a KPI of 95% completion.

Prepares the following for the weekly report:

Follow-up on pending maintenance and cleaning quotations with client updates.

Takes action on completed requests and documents status updates.

Provides essential weekly confidential client information.

Updates Client Customization Reports and logs offers for tenders when applicable.

CLEANING SALES RESPONSIBILITIES
Promotes and sells cleaning services to residential and commercial property clients.

Prepares and presents quotations for cleaning services.

Coordinates with the cleaning operations team to schedule and deliver services.

Follows up with clients on cleaning service satisfaction and resolves any concerns.

Identifies potential clients for cleaning contracts and develops business opportunities.

Works with procurement to obtain the best pricing for cleaning materials and services.

Maintains records of cleaning service agreements, job completions, and client feedback.

RESOURCES FOCUS & SCOPE
Ensures efficient utilization of company resources, minimizing waste.

ETHICS / BEHAVIORAL FOCUS & SCOPE
Maintains discretion and confidentiality.

Respects all cultures within the company.

Remains neutral regarding political and religious affiliations.

Tools & Skills Needed for the Job
Intermediate to advanced Microsoft Office skills (Outlook, Excel).

Strong customer orientation and adaptability to different character types.

Excellent communication and presentation skills.

Ability to multitask, prioritize, and manage time effectively.

Strong phone handling and active listening skills.

Excellent interpersonal skills.

Patience and clarity in communication.

Essential Educational Background & Experience
Minimum BA Degree in Business Administration from a reputable university.

At least 3 years of previous experience in a similar role or strong administrative skills