Communications Center Lead

4 weeks ago

Pasay, Philippines SMDC Full time

Overview SMDC Pasay, National Capital Region, Philippines Communications Center Lead Position: Post Turnover Support Supervisor overseeing the Communications Center responsible for managing all incoming and outgoing client interactions. This role ensures prompt, consistent, and courteous handling of client concerns through emails, phone calls, and walk-in inquiries. The Supervisor coordinates with relevant internal departments to ensure client concerns are resolved within committed timelines and aligned with service standards. Responsibilities Supervise day-to-day operations of the Communications Center (email, call, and walk-in desks). Ensure all inbound inquiries, complaints, and requests are logged, acknowledged, and addressed promptly. Monitor and respond to escalations; resolve issues or endorse to the appropriate departments. Handle post-turnover concerns as listed below. Post-Turnover Concerns: Copy of the as-built plan or unit layout/key plan Service of External Property Administration and other staff (security, housekeeping, technician, etc.) Temporary parking slot Concern regarding working capital and condominium dues payment due to delay in turnover Request for compensation due to delay in turnover Condominium Corporation Concern / For Board of Trustees disposition Furniture and appliances warranty concerns within and beyond 7 days from acceptance of unit Unit Defects (cracks, leaks, etc.) within and beyond the defects liability period (DLP) Discrepancy in unit deliverables due to undelivered/un-installed standard unit finishes and furniture Prepare a weekly report on the status of all post-turnover concerns received via email, call, and walk-in desks, to be submitted to the Post Turnover Support Manager. Qualifications and Skills Bachelor's degree in Business Administration, Communications, Property Management, or related field. At least 2–3 years of supervisory experience in customer service, call center, or property management setup. Excellent verbal and written communication skills. Strong problem-solving and conflict-resolution abilities. Proficient in Microsoft Office and CRM or ticketing tools. Employment Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Customer Service #J-18808-Ljbffr

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