Total 182 Customer Service Manager job vacancies in Petaling Jaya

Job Responsibility:

• Deal directly with customer either by telephone, email or face to face.

• Respond promptly to customer inquiries

• Handle and resolve customer complaints.

• Obtain and evaluate all relevant information to handle product and service inquiries.

• Effectively supports the contact center and ensure all agreed SLAs and KPIs are achieved and efficient resolution of customer queries

• Process orders, forms and applications.

• Organize workflow to meet customer timeframes.

• Direct requests and resolved issued to the designated resume.

• Manage customer account.

• Maintains contact center database by entering information into system.

• Keep records of customer interactions and transactions.

• Record details of inquiries, comments and complains with detail and action taken.

• Communicate and coordinate with internal departments.

• Provide feedback on the efficiency of customer service process.

• Performs other related duties and when directed by superior.

• Performs any other related duties as and when directed by superior.

Job Requirement:

• Candidate should possess a Primary / Secondary School or equivalent in All Services Field
• Preferably at least 2 years of related working experience.
• Preferably specializing in Customer Service or equivalent.
• Good communication skills in English, Malay language for both spoken and written
• 1 undefined positions available

1. Managing and monitoring advisor and team performance to deliver KPIs, targets, quality standards and outcomes.

• Ensure the team achieves all set SLA’s, delivers a minimum 85% Quality Assurance score and that monthly 1-2-1s are had with each advisor.
• Deliver updates, participate and regularly host in our CS Operational Huddles to identify challenges and successes across the operation.
• Ensure that advisor records are kept up to date within the CS Management Hub and HR Personnel File.

2. Managing and monitoring the daily workload plan adherence to deliver optimal performance and KPI achievement

• Work closely with both your Team Manager and WFM Team, ensuring that your team are achieving business KPIs; also ensuring that individual performance targets are being met, including an adherence target of 95%.
• Support the team with handling escalated queries across all channels, ensuring that the highest standard of Customer Service is being provided.
• Promote our Goodwill Gesture structure across the operation, ensuring that the team are providing an exemplary level of Customer Service

3. Managing and developing the performance and potential of the team

• Work closely with your direct reports to promote best practice, conducting 2 quality checks per month and delivering valuable coaching and feedback for each quality check.
• Conduct a quarterly skills matrix in line with Talent Density, with the purpose of creating a PDP for each advisor to be reviewed within each 1-2-1.
• Adhere to HR and People policies, procedures and standards and be responsible for managing your team’s adherence to these policies.

4. Providing continuous improvement support to ensure that projects and continuous improvement activities land successfully in the team

• Act as a subject matter expert in your area, identifying and recommending areas in which processes can be improved and feeding this back to your Team Manager.
• Ensure that any changes are communicated and implemented in a timely manner.
• Communicate effectively within your team, promoting engagement and escalating relevant queries with the relevant stakeholders whilst ensuring your Team Manager is always informed prior to implementation of any change within the team.

As part of Bollore Group, PRISM is an independent next generation 4PL company designed to meet the specific needs of customers in transforming their supply chain. PRISM has integrated offer of services and advice based on its robust expertise in Transport, Customs and digital solutions which can be customized and interfaced through its own 4PL management system or through reversible solutions available in the market. Globally, PRISM works with operational hubs in America, Europe, Asia and across its network centres of expertise in France and Switzerland. PRISM offers coverage across 3 time zones for 24/7 availability and greater customer proximity.

A central theme of its operational excellence approach, PRISM objectively selects the best supplies in the market, contribute to the freight purchasing strategy and provide end-to-end flow management, while seeking to optimize, time to market and reduce the carbon footprint of transport operations.

About the role

With growing customer accounts and demands in Aerospace, we are assembling a team of Customer Service Executives to deliver visibility, proactivity, optimization and high level of customer satisfaction to our major Aerospace account. Based in our Subang Jaya 4PL hub, the team of Customer Service Executives will be rostered in 4 shifts to ensure 24/7 availability to meet our customers' needs.

What you will be doing

Monitor Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer

• Receive and control customer bookings according to the processes in place
• Check optimizations from Optimizer if applicable and propose consolidation options
• Assign customer booking to a selection of freight forwarding agents (3PL)
• Monitor shipments on regular basis (3PL shipment confirmation, milestones completion etc.)
• Drive corrective actions when required (missing event etc.)
• Monitor delays and deliveries events using the dedicated IT solutions (internal or external TMS, BI…)
• Alert the customer team proactively in case of deviation and propose backup solutions
• Communicate with internal (regional and overseas) and external organizations, ensuring all communications generated in the dedicated IT solution (chat, tasks etc.) are handled in a timely manner
• Create reports and analysis to give a consolidated vision of the flows for customer

Deliver Customer Satisfaction

• Manage and support order management to ensure the best possible service level
• Meet deadlines and ensure completion of customer service tasks within the expected time frames
• Ensure a consistent and proactive communication flow with the customer
• Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
• Prioritize, resolve and/or escalate issues to secure customers' interest
• Represent Prism internally and externally
• Act as Single point of contact for the customer
• Identify and record savings (benefits tracking) delivered to the customers
• Provide expertise in transportation management
• Use of the technologies to be more efficient and work with the CBS

Contribute to improve Partners and Vendor performance

• Monitor the 3PLs service quality and give feedback to the Operation of Contract manager
• Monitor deployment and efficiency of new operational practices with the 3PLs
• Contribute to formalize the SOP
• Provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
• Set up and monitor corrective action plans in agreement with the 4PL HUB manager

The successful candidate

• Experience in transport management / freight forwarding (air operations)
• Knowledge in flow management/control tower / IFF contract operations management / key accounts
• Knowledge in freight forwarding, AOG and oversize cargo will be an advantage
• Proficiency in MS Office applications
• Excellent command of written and spoken English
• Must be willing to work on a 24/7 rotational shift
• Customer centric mindset
• Strong problem solving skills
• Ability to work under pressure

Responsibilities

• Oversee the Customer Relations Centre for few developments
• Planning and organizing tasks prior to vacant possession
• Prepare necessary drawings and plans to be included in vacant possession pack
• Liaise with HQ & Vendor in setting up defect management system
• Liaise with state and local regulatory agencies when required
• Provide guidance to the team on handling customers
• Ensure high level of engagement with the customers by seeking solutions
• To attend and monitor all enquiries and complaints via phone calls, email, walk in and accordingly and solved within stipulated time.
• To resolve product or service problem by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• To prepare, compile and provide update report
• To keep records of customer interaction, recording details of inquiries, complaints & comments as well as actions taken.
• To contact customers via email or phone calls in order to respond to complaints or to notify them of investigation results.
• Liaise with project team and contractors on rectification works
• Attend meetings pertaining to issues on defects
• Prepare reply letter to relevant parties when needed
• Maintain good relationship between sales person, customers and internal support team.
• Filing and keep track of documents.
• Ad-Hoc task assigned by superior.

Requirements

• At least 5 year(s) of working experience in customer service/property related industry
• Independent, pro-active, result-driven, customer oriented with good communication skills.
• Knowledge of Housing Development Act (HDA), Strata Title Act and Building & Common Property Act will be an added advantage.
• Strong communication skills in English and Bahasa Malaysia
• Possess leadership qualities and able to work as a team
• Possess a positive attitude, ability to organize, plan, meet deadlines and work well under pressure
• Extensive experience in managing strata landed, strata high-rise, mixed development, and non-strata development.
• Familiar with work scheduling / planning and good in report and letter writing

Manger, Service Operations is responsible for overseeing and managing all planning aspects of the service operations department. This includes strategic planning, resource allocation, and performance monitoring to ensure efficient and effective service delivery.

• Develop and implement strategic plans for service operations-planning to align with company goals.
• Manage resource allocation, including staff and budget, to ensure optimal productivity.
• Monitor service operations performance and implement necessary improvements.
• Collaborate with other departments to integrate service operations with overall business strategy.
• Ensure compliance with industry regulations and company policies.
• Lead and motivate the service operations-planning team to achieve high performance.

NIQ Customer Service team is focusing on building positive customer experiences by offering outstanding customer-centric servicing, support resolution on customers’ concerns in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutions; and serves as a liaison between the Commercial team, Quality Assurance, and Operations.

Responsibilities

• Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center
• Working with Customer Service Lead, Product Leader, and Customer Success team in building a client communication on Product Enhancement, Universe Update & Delivery Details
• Build, upload, and manage local knowledge articles reflecting the latest local service evolution in the NIQ Customer Service Online platform
• Communicate on Product Enhancement, Universe Update & Delivery Details to stakeholders
• Provide clear and accurate responses as well as market expertise to stakeholders
• Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
• Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
• Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization
• Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards

NIQ Customer Service team is focusing on building positive customer experiences by offering outstanding customer-centric servicing, support resolution on customers’ concerns in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutions; and serves as a liaison between the Commercial team, Quality Assurance, and Operations.

Responsibilities

• Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center
• Working with Customer Service Lead, Product Leader, and Customer Success team in building a client communication on Product Enhancement, Universe Update & Delivery Details
• Build, upload, and manage local knowledge articles reflecting the latest local service evolution in the NIQ Customer Service Online platform
• Communicate on Product Enhancement, Universe Update & Delivery Details to stakeholders
• Provide clear and accurate responses as well as market expertise to stakeholders
• Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
• Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
• Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization
• Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards

Job Responsibilities:

• To provide Level 1.5 technical and process assistance to end-users via remote channels (eg: phone, email, live chat, web form). Have experience in using IT Services tools for user support and troubleshooting.
• To perform an initial assessment, attempts to resolve or escalate the problem, based on the agreed service level.
• To escalate to 2nd level support group when required with a detailed description of the problem for further troubleshooting and resolution.
• Provide support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and effectively to requests received through the IT Service Desk.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out basis on priority.
• Document internal procedures.
• To perform work in compliance with specified KPI/service level requirements.

Job Requirement:

• Candidate should possess a Professional Certificates, Diploma / Advanced Diploma, Bachelor's Degree or equivalent in Engineering (Computer / Telecommunication), Computer Science / Information Technology
• Preferably at least 3 years of related working experience.
• Preferably Non-Executive specializing in Information Technology or equivalent.
• Good communication skills in English, and Malay language for both spoken and written.

If this role sounds like the opportunity you are looking for, don't hesitate to apply and let us discuss it further!

[NOTE] We regret to inform you that only shortlisted candidates will be reached out. If you were not shortlisted, we encourage you to have a look at other vacancies in Konica Minolta!

Job Brief:

Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff, and maintaining a calm, professional environment at all times. Supervises and assigns duty roster for Guest Service Agent and Bell Counter. Responsible for the VIP movement in the Hotel.

Job Responsibilities:

1. Overseeing Front Office operation including maintenance, cleanliness, and efficiency.
2. To train and motivate the front office team towards excellent guest service.
3. Train new hires.
4. Conduct shift briefing.
5. Provide courteous service to the guest and respond promptly and tactfully to the guest's complaints, requests, and inquiries and log in the complaints.
6. Critical thinking during emergency.
7. Handle cash float with integrity.
8. Safeguard the cash float assigned and to be fully accountable for it.
9. Aware of the daily arrival and departure list for VIPs and special need/care guests.
10. Check the VIP room before the ETA.
11. Do spot check on the hotel shuttle.
12. Aware of the functions / events and meetings of the day.
13. Check cleanliness, lighting, and defect of the lobby and public areas.
14. Ensure front office staffs are always in proper and orderly appearance and behaviour.
15. Checks on registration cards of checked-in guests and ensure all important information should be filled on each card by reception or the guests.
16. Perform night audit.
17. Assist in handling door lock and safety box problem.
18. Helps the reception or bell counter as and when required.
19. Check the wake-up call list and ensure guest received on time.
20. Approves and sign for rebates.
21. Authorize and control late departure when required.
22. Answer guests’ inquiries and attend to the needs of the guest.
23. Follow up in credit check report.
24. Ensure the permanent folio/group master is closed promptly.
25. Projects calm and professional manner always.
26. Always observe hotel policy and SOP when dealing with guest.
27. Ensure smooth group check-in.
28. To be familiar with the measure and the steps to be taken when the system fails and all backup procedures.
29. Ensure a high level of product knowledge of the hotel and local area and know the daily happenings in the hotel.
30. Delegate tasks and ensure is completed at satisfactory level.
31. To attend meetings in the absence of Front Office Manager.
32. Managing store par level and cleanliness.
33. Promote hotel outlets/restaurant.
34. Assist on hotel inspection in the absence of Front Office Manager.
35. Schedule the duty roster and submit to Front Office Manager for approval.
36. Rules and regulations, grooming codes and code of conduct of employees as well as customer relations are always adhered to.
37. Greets the VIP guests of the hotel or as directed by the Front Office Manager.
38. Perform any other duties as required by Front Office Manager or Guest Service Manager or Rooms Division Manager.

Job Requirements:

• Diploma or bachelor’s degree in hospitality management.
• Previous experience working in a luxury 4 or 5-star hotel environment with minimum 2 years of experience in similar position.
• Microsoft Office.
• Tech Savvy.
• Able to converse in Bahasa and English, additional local language will be advantage.
• Strong problem-solving skill.
• A team player.
• Pro active.
• Passion to serve.
• Reliable.
• High integrity.
• Fast learner.
• Good communication, presentation and leadership skills.
• High analytical skills and able to make quick and decisive actions.
• Good relationship management skills with internal and external guests.
• Highly driven to achieve target.
• Inquisitive and confident.

As a Senior Executive in the Above Market Customer Success Team, you will be supporting the Above Market Customer Success Consulting Lead and Analytic & Insights Lead to work with cross-functional/countries team service the regional headquarters of NIQ global clients

• Customers obsessed
  • Customer focus with a consistent approach and enhance customer satisfaction.
  • Create and grow engagement/relationships across multiple functions within the client’s regional organization. 
  • Show interest in the customer and their business/industry
• Effective Communicator
  • Able to deliver clear, complete, and correct information appropriately (even while checking for understanding)
  • Facilitating daily two-way communication with clients as well as internal stakeholders.
• Be the channel for Voice of Client
  • Be the channel for clients to share their voices and work with Consulting Lead/Analytics Lead in identifying opportunities for improvement.
  • Support the drive of NPS participation rate & positive score, and be part of the execution of NPS action plans.
• Results & Outcome Focus
  • Drive client satisfaction by providing errorless reports, developing insights based on analysis of various data-sets, and crafting actionable recommendations that lead to opportunities & outcomes, including generating sales leads for NIQ across solution/products
  • Deliver against the joint business plan designed in alignment with the client to answer the client’s business priorities.
  • Contribute to QBO.
  • Support the Consulting Lead in the Governance Process & Discussion, as well as escalation management.

Job Brief:

To ensure proper and correct posting and mapping in AR / AP / Inventory / Revenue / Receipt / GL modules and others related in system both manually and software. To ensure all revenue and expenses are taken up and booked accurately into accounting system and monthly management reports are produced in timely manner as required by the holding company. To ensure all accounting entries are appropriately performed with accordance to Malaysia Accounting Standard and are in line with Hotel Policies and Standard. To directly assist Financial Controller in day-to-day Finance & Accounting operations, accounting matters, audit and other Finance administrative tasks as and when it is required.

Job Responsibilities:

1. To perform sufficient background check on any credit facility application & then to obtain approval from Financial Controller and General Manager.
2. To process Credit Facility Application within 3 (three) days from the date it is received.
3. To ensure all billings are done and revenue and charges are posted accordingly as per Event Order date.
4. To reconcile PM account against Event Order and Proforma Invoice & Client’s LOU.
5. To transfer PM account to respective AR Ledger and to ensure outstanding account in PM ledger is cleared in timely manner.
6. To report to Financial Controller on any inappropriate balance in PM Ledger.
7. To ensure Invoice is produced and sent out not later than 3 (three) days after the event date (check-out date).
8. Reconcile AR Ledger against the Debtor’s Control Account in General Ledger and Balance Sheet.
9. Produce AR monthly statement for any amount due more than 30 days and to send first reminder (and any other subsequently).
10. Produce AR Aging Statement every end of the month and to ensure the Aging Report is tally with General Ledger control account.
11. To call and organize for monthly AR Meeting before 15th each month and to prepare and issue minute within 3 (three) days after the meeting.
12. To attend Banquet Event Order Meeting.
13. Responsible in following up and collecting payment for all outstanding AR accounts.
14. Perform reconciliation on credit and debit card and all payment gateway type transaction slips against POS report and PMS journals.
15. To record all no.14 item transactions in Daily Revenue Report and to update the statement accordingly.
16. To ensure Credit Card Clearance account is cleared on daily basis.
17. To reconcile payment received for credit/debit and all payment gateways and book into Bank Ledger accordingly.
18. To update all payment received in the Bank Reconciliation Statement (all banks).
19. To carry investigation on any dispute credit card transaction and payment received from merchant and take necessary action.
20. To prepare for all credit/debit/payment gateway outstanding balance statement and tally with General Ledger balances.
21. To take charge and control on Voucher Sales & Receipt and to book into account accordingly.
22. To perform audit on Voucher Sales and Collection and to ensure sufficient documentation and record are kept.
23. To perform reconciliation on Voucher issuance, sales and utilization.
24. Prepare statement of Voucher Reconciliation (itemised) and to ensure it is tally with General Ledger balances.
25. To report to Financial Controller on any discrepancy in Voucher reconciliation. Costing and Inventory Control.
26. To ensure all purchase invoices are booked into Material Control and Q3 Financial System.
27. To ensure all purchases are posted into the correct cost centre.
28. To validate Good Receive Note (GRN) against invoices.
29. To reconcile food and beverage cost of sales into respective cost centre and General Ledger.
30. To ensure all purchases and Outlet Inter-Transfer are performed in the right manner.
31. To ensure monthly stock take is performed on 27th each month and balance stock on hands are adjusted from/into the cost of sales.
32. To ensure all store issues are booked into account and expensed out accordingly.
33. Perform reconciliation on Cost of Sales for Food & Beverage and prepare Food & Beverage Cost Board.
34. To perform surprise audit on all stores and ensure Stock Card is updated accordingly.
35. To report to Financial Controller on any discrepancy found. Accounting General.
36. To co-ordinate with all Head of Departments on monthly reports for account closing purposes and ensure reports are received on timely manner (eg. Utility, Inventory, Kitchen Inter-Transfer, Store Issue etc).
37. To validate and verify the Verification & Approval Form (VAF) before Account Assistant sending out via HelloSign.
38. To co-ordinate with Account Assistant and Account Officer that all balance sheet reconciliations are performed on timely manner.
39. To co-ordinate with Account Assistant and Account Officer that all monthly journals, accruals and prepayment are accounted for Finance General.
40. To periodically update Contract / License / Insurance Listing and ensure they are renewed before expiry date.
41. To ensure tax return form are submitted on timely manner.
42. To ensure Budget are posted into Q3 Financial before opening new fiscal period in Q3F
43. To co-ordinate with all Finance and Accounting team members during the audit period and ensure all documentations are in place.
44. To assist Financial Controller on audit inquiries.
45. Maintain an effective filing system for all accounting documents (journals, receipts, revenue and sales transaction slips and invoices, stock card, cheque register, payment voucher, fixed asset invoices and register, etc) for future reference and to safe-keep for at least 7 (seven) years for Custom Audit.
46. Maintain an effective filing system for all Contracts/Licences /Taxes /Insurance.
47. To provide and maintain all Hotel Contracts / Maintenance Agreement / Deposits records with Suppliers / Contractors.
48. Bring to the attention of the Financial Controller any matter requiring attention.
49. To take charge and represent Financial Controller in Accounting & Finance matters during his/her absence.
50. To co-ordinate with Account Assistant that all payment obligations are remitted on timely manners :

a) Rental – before 7th monthly (current month)

b) Contract Labour – before 7th monthly (last month)

c) Statutory/Taxes – minimum 2 (two) weeks prior to its due date.

d) All contracted services – first week monthly.

Job Requirements:

• Bachelor Degree / Diploma Accounting
• Previous experience working in a luxury 4 or 5-star hotel environment with minimum 2 years of experience in similar position, handling full set of accounts.
• Well versed in accounting double entry and account reconciliation.
• Understanding of Basic Accounting Principles.
• Strong background in hotel operation and hotel management system.
• Microsoft OfficeTech Savvy (Knowledge in Accounting Software is an advantage).
• Able to converse in Bahasa and English, additional local language will be an advantage.
• Strong problem-solving skill.
• A team player
• Pro active.
• Passion to serve.
• Reliable.
• Fast learner.
• Good communication, presentation and leadership skills.
• Good analytical skills and able to make quick and decisive actions.
• Good relationship management skills with internal and external guests.
• Inquisitive and confident.
• Good planning to executing plan.

Job Brief:

Entails managing the reception area, coordinating all front desk activities, and supervising the support staff. Front Office Manager also compile reports for management, including occupancy reports and financial information.

Job Responsibilities:

• Operational

1. Ensure the Department operate successfully in accordance with the standard of the hotel.
2. Review with the Rooms Division Manager all daily V.I.P rooms, special guest rooms, long stay guest rooms for arrivals are blocked in advance and welcome amenities are appropriately ordered.
3. Conduct frequent and thorough inspections together with the Rooms Division Manager or Maintenance Manager in all areas of the Rooms Division.
4. Maximizes room sales and revenues for the hotel.
5. Ensures commercial management techniques of availability control are applied to achieve the maximization of room sales (revenue management in reservation).
6. Makes all decisions regarding overbooking the hotel, ensures all out booking are carried out by a member of management.
7. Ensures all Front Office team operate with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximization of revenue.
8. Ensures all Front Office team are aware of all room sales revenue targets and are kept informed of performance results and communicate targets and results frequently.
9. Adhere to company credit policies to ensure all revenue expected will be received.
10. Monitors competitor performance both past and future to ensure correct selling strategies are applied.
11. Keeps General Manager informed of any risk or opportunity in relation to the pre-set performance figures.

• Guest Service

1. Establish rapport with guests maintaining good customer relationship and handle all guest complaints.
2. Personally and frequently verify that guests check-in/out are receiving the best possible service. Ensure that all V.I.P / Long Stay are met during their stay together.
3. Schedules self to be in the operation during peak hours.
4. Maintains an up to date awareness of current promotions, policy changes and standard operations manuals.
5. Ensure thorough product knowledge of all outlets and departments by all Front Office team.
6. Pro-active in seeking guest contact and maintaining excellent guest relations.
7. Implement a guest recognition program and maintain a relevant guest database.

• Administration

1. Assists with the development and maintenance of a detailed Department Operating Procedures that reflects policies and procedures, work processes and standards of performance.
2. Ensures annual review to accurately reflect any changes.
3. Prepares and regularly update the Rooms Departmental Budget, in close cooperation with the Financial Controller, ensuring targets are met and costs are effectively controlled. Payroll and Productivity Management
4. Exercises efficient Payroll Management/Resource allocation through the establishment of multi-skilling and multi-tasking.
5. Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
6. Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system. People Management.
7. Recruit, select and develop Front Office team to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
8. Delegate appropriately, duties and responsibilities to all direct reports ensuring standards of operation and safety are maintained.
9. Develop and assist with training activities focused on improving skills and knowledge.
10. Ensure employees have a complete understanding of rules and regulations, and that behaviour complies.
11. Monitor employee morale and provide mechanisms for performance feedback and development.
12. Conduct annual Performance Appraisals providing honest and appropriate feedback.

• General

1. Attends and contributes to all Meetings as required.
2. Ensure all employees provide a courteous and professional service at all times.
3. Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
4. Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules and regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health and safety.
5. Take an active involvement in the welfare, safety, development and well being of employees providing advice, counselling and truthful, diplomatic feedback.
6. Ensure high standards of personal presentation and grooming.
7. Maintains positive guest and colleague interactions with good working relationships.
8. Exercise responsible management and behaviour at all times and positively representing the hotel management team.
9. Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.

Job Requirements:

• Diploma or bachelor’s degree in hospitality management
• Previous experience working in a luxury 4 or 5-star hotel environment with minimum 2 years of experience in similar position.
• Microsoft Office
• Good through knowledge of property management software (PMS) or hotel reservation software.
• Able to converse in Bahasa and English, additional local language will be advantage.
• Strong problem-solving skills.
• A team player.
• Pro active
• Passion to serve
• Reliable
• High integrity
• Responsible self-starter, capable of handling multi-faceted projects and of working under pressure.
• Excellent communication and proactive problem solver.
• Team player.
• Communicate effectively with all levels of employees.
• Equips and motivates employees to achieve predetermined goals.
• Personable and pleasant to deal with.
• Discreet, reliable, sensitive and diplomatic.
• Guest-driven, positive, friendly and approachable.
• Positive “can do” attitude and flexible approach – manages with humility.
• High degree of integrity.
• Strong leadership, nurtures and develops employees, encouraging innovation.
• Good personal grooming and personal presentation.
• Understands and respects local cultural, able to adapt to changing environment.
• Generates activity and seeks new challenges to improve work performance.
• Shows awareness of markets and ensures up-to-date knowledge of competitors.
• Demonstrates an awareness of new business opportunities and seizes and acts upon them.
• Is aware of financial issues such as profits and losses.
• Identifies opportunities to reduce costs using the most cost-effective methods.
• Makes sound decisions quickly under pressure.
• Takes calculated risks based on adequate information and analysis.
• Guides and coaches staff.
• Reconciles conflict and probes for information for more in-depth relevant information for decision-making.
• Analyses numerical data and all other sources of information.
• Produces new ideas and a rang of solutions to meet the demands of the situation.

A successful candidate for this role will be someone who can establish strong relationships with both our clients and our colleagues. You will quickly become a trusted partner, working with many of our clients’ teams, including marketing, sales, category, and many more.  

You will be expected to understand our clients’ needs and then create and present solutions that help achieve their strategic and tactical goals.   

If telling stories through data excites you but you’re uncertain whether you have the data knowledge: get in touch. We have an excellent training program, ensuring you understand all our products and how we create analyses.   

• Be responsible for delivering analytics & insights services and conducting tactical client training for Guided Analytics & NIQ GFK CMI products and solutions such as Brand Health, segmentation, Usage & Attitudes, Customer Experience, Shopper and Qualitative research. 
• Entrusted to deliver flawless research and analytics to our clients.  
• Be responsible for identifying opportunities through day-to-day engagements with our clients, handing off opportunities to Account Development to pursue  
• Have a strong working knowledge of the client business priorities and the role we can play in supporting these goals 
• Be a confident and capable crafter of compelling insights, deliver clear and actionable recommendations to our clients helping them grow their business.   

NIQ Retailer Vertical (RV) simplify and streamline collaboration between retailers and suppliers by providing a joint set of tools through a shared platform. Now, you can access diverse data sources, visualizations and analytical tools that help you differentiate your brand while keeping your retailer’s perspective top of mind. With you and your retailers using the same tools, you’ll be able to deliver mutual growth with speed, accuracy and consistency.

Maintain a client service orientation by managing day-to-day administration of client service and coordinating on analysis and reporting of assigned research projects.

Responsibilities

• Maintain an accurate, complete, up-to-date and insightful client business profiles to be shared with senior management
• Drive client satisfaction by providing insights and actionable recommendations during presentations or business reviews and also by providing value-added analyses and response to special requests.
• Undertake sales activities independently or in conjunction with senior staff in terms of preparation and delivery of proposal and credentials
• Ensure the generation of required revenue from the assigned client portfolio and proper contract costing in order to meet the agreed budget targets
• Identify and recommend enhanced and new services that answer clients' business needs
• Build and maintain ongoing relationships with the identified key persons within client organization.

A Little About You

With your analytical thinking, you will be able to see beyond the numbers and create a seamless analysis to help your client’s business to grow. Being an open mind will help you in learning and understanding the world of FMCG, in which your clients play. The ability to manage time and set up priorities will define your account management style.

About the job

We looking for a Senior Manager candidates to filled the role of the Leasing Commercial Manager. The role will required a high skills in stakeholder management, and a deep understanding of the Shopping Centre Retail market. It be responsible to lead the creation and execution of a strategic Offer Development Plan to maximize income for existing and future Meeting Places aligning with the organisation long-term vision and positioning. Additionally, the role will support the effort of securing a suitable tenant mix to increase the asset value of our Meeting Places to ensure their offers are not only relevant to the customer and community needs, but also attractive to our partners. As a strategic business partner, you'll drive revenue growth and share best practices across the organization, making a significant contribution to our Meeting Places' success.

Your assignment

Strategic Development:

• Collaborate with Meeting Places to design to Offer according to their long-term direction and positioning.
• Securing a solid tenant mix to increase MP asset value
• Identify and incorporate latest market trends and insights into leasing strategies to enhance MP attractiveness.

Portfolio Diversification and Asset Value Enhancement:

• Contribute to diversifying the portfolio and increasing attractiveness to partners to enhance MP asset value.
• Evaluate investment opportunities for property improvements, prioritising initiatives based on expected outcomes and strategic objectives.

Collaboration with Meeting Places:

• Develop leasing expertise within MPs to ensure MP are capable to transform the strategy into actionable business plans and short-term actions.
• Responsible to support MP in leasing related questions including negotiations with tenants, monitoring and analysing tenant performance, providing MP with relevant advice on how
• to improve tenant performance
• Negotiate favourable leasing conditions by conducting feasibility studies and formulating negotiation strategies.
• Provide guidance and support to MPs in negotiations with tenants, ensuring optimal performance and alignment with objectives.
• Monitor and analyse tenant performance, offering relevant advice to improve performance and maximise value for MPs.

Market Knowledge and Trend Analysis:

• Proactively gather and share knowledge on market trends, best practices, and emerging business models within the leasing domain.
• Analyse industry trends to inform business planning and negotiations, ensuring the MP offer remains consistent and aligned with customer needs.