Resident Relations Officer

3 days ago

Taguig, National Capital Region, Philippines Jones Lang LaSalle Property Consultants Pte Ltd Full time ₱30,000 - ₱60,000 per year

OVERALL ROLE

KEY RESPONSIBILITIES

Resident Engagement:

  • Develop and implement programs to engage and build relationships with residents.
  • Organize community events and activities to encourage resident interaction and foster a sense of community.
  • Manage resident feedback and suggestions, addressing concerns and implementing improvements as needed.

Customer Service:

  • Serve as the primary contact for resident inquiries, requests, and complaints.
  • Provide prompt and efficient customer service, ensuring residents' needs are addressed and resolved effectively.
  • Maintain a professional and helpful approach when dealing with difficult or challenging situations.
  • Manage and oversee front desk operations

Conflict Resolution:

  • Mediate and resolve disputes or conflicts between residents, ensuring a peaceful living environment.
  • Address complaints or breaches of community guidelines and enforce property rules and regulations.
  • Collaborate with the security team to address safety and security concerns.

Communication and Documentation:

  • Maintain accurate and updated resident records, including contact details, preferences, and lease agreements.
  • Communicate property updates, policies, and important announcements to residents through various channels (e.g., newsletters, emails, social media).
  • Ensure timely and effective communication with residents regarding maintenance, repairs, or property-related issues.

Resident Retention and Satisfaction:

  • Conduct regular resident surveys to assess satisfaction levels and identify areas for improvement.
  • Implement resident retention strategies and initiatives to enhance resident loyalty and satisfaction.
  • Collaborate with the leasing team to assist in lease renewals and promote resident referrals.

IDEAL EXPERIENCE

  • College graduate preferably a bachelor's holder of hospitality or business administration
  • With at least 4-5 years of work experience in the real estate industry, property management, or hospitality management
  • Sound interpersonal skills to manage a diverse range of client representatives, internal colleagues, and external stakeholders
  • With an in-depth experience in customer service and management

CRITICAL COMPETENCIES FOR SUCCESS

  • Fluent in English & Filipino (Spoken & Written)
  • Possess a "customer-first mindset" to manage resident/unit owner requests and concerns
  • Sound leadership skills to oversee front desk operations
  • Work Order Management – can simplify complex situations/problems into workable segments and can prepare action plans and recommendations based on clearly identified deliverables
  • High attention to details
  • Proficient in MS Office (Word, Outlook, Excel & PowerPoint)

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