Manager Customer Services

Job Brief: This role is responsible for overseeing the commercial operations of the building, ensuring smooth delivery of services to all stakeholders, driving revenue and profitability, and implementing sustainable practices.

Job Responsibilities

Oversee CAM collection, reporting, and defaulter management. Manage customer relations, ensuring high occupancy through short- and long-term rental operations. Handle legal contracts and ensure compliance. Develop and implement resident engagement strategies. Coordinate with Head Office on ad hoc commercial assignments.

Ensure effective communication with residents and facilitate secondary sales. Manage complaint resolution and ensure TATs are met according to SLAs. Foster relationships with vendors, affiliates, and residents to maintain smooth operations. Responsible for facility and property management affairs. Devise & Improvise SOPs related to residents and enable Administration to implement the same.

Design and exercise control mechanisms with respects to short- and long-term tenants including access management and gate protocols to maintain quality occupancy. Manage collections including CAM and other commercial fees. Keep residents informed on contract changes or issues, ensuring retention and satisfaction. Collaborate on marketing campaigns to promote the property.

Achieve targets for revenue, occupancy, customer satisfaction, and complaint resolution. Job Requirements: Qualification: Graduate preferably in Management & Marketing Relevant Experience. Experience: 3-4 Years of Relevant experience. Location: Lahore Excellent written and verbal communication skills. Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)

Design & implement SOPs for optimum building operations and deploy controls to ensure a comfortable environment for the customers/tenants/guests. Create, develop and exploit commercial opportunities to increase the Company’s income through existing and potential new clients to target, initiate and develop business relationship.

Negotiate the terms of tenancy agreements, Manage partnership with both the clients and the tenants. Works in a highly collaborative manner with internal and external stakeholders to effectively communicate the value proposition.