1) Service Request Handling and Guest Support 

· Receives and processes service request calls for guests, ensuring that all their needs are met within the parameters of SilverDoor service standards. 
· Provides professional service in a courteous manner while assisting guests with a variety of topics, ranging from general questions about the area to managing and coordinating specialty requests and apartment deficiencies. 

2) Coordination with Properties and Vendors 

· Schedules vendor services (furniture, housewares and utilities) and communicates with properties, ensuring authorization is granted for all vendors and employees to access apartments when needed. 
· Coordinates with appropriate properties to ensure requested services are completed in a timely manner. 

3) Follow-ups and Guest Satisfaction 

· Follows up with properties to ensure services are complete. 
· Addresses any concerns and queries within the agreed TAT and updates SilverDoor systems accurately and in a timely manner. 
· Engages with each guest post-service to ensure satisfaction and resolve any outstanding concerns. 

4) Day-to-Day Operations and Service Delivery 

· Provides overall day-to-day customer service support. 
· Coordinates with other departments to efficiently accommodate guest requests. 
· Completes high-quality work according to job specifications while meeting established timelines and productivity expectations. 
· Ensures the CRM system is updated on an ongoing and timely basis. 

Candidate Profile 

Skills/Experience: 

· Outstanding communication and relationship-building skills. 
· Highly motivated with excellent customer service capabilities. 
· Proven ability to listen attentively and solve problems quickly and efficiently. 
· Experience managing high call volumes effectively. 
· Strong organizational skills with the ability to prioritize and manage competing tasks. 
· Demonstrates patience and empathy when handling challenging situations or individuals. 
· Friendly attitude and positive personality. 
· Ability to remain persuasive when required to achieve outcomes. 

Behavioural Expectations: 

· Service-centric and customer-focused approach in all interactions. 
· Demonstrates emotional intelligence and empathy in handling guest needs. 
· Strong conflict resolution capabilities. 
· Decisive and action-oriented when addressing service requests. 
· Team-oriented with a collaborative mindset. 

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