Sr. Executive / Asst. Manager - Customer Service, Property Security Management

Act as the main point of contact for clients regarding PSM service-related inquiries, requests, and concerns.

Build and maintain regular communication and professional relationships with clients and project committees.

Receive, document, monitor, and ensure the timely resolution of customer complaints and service requests.

Collaborate with PSM Operations and relevant departments to ensure efficient and seamless service delivery.

Track outstanding and critical issues and escalate them to management whenever required.

Maintain accurate records of client communications, complaints, service requests, and their resolutions.

Gather customer feedback and identify opportunities to enhance service quality.

Monitor contract and service renewal requirements and conduct timely follow-ups with clients.

Identify potential additional service needs and forward qualified opportunities to the Sales team.

Prepare and submit regular reports covering customer complaints, service progress, pending issues, feedback, and renewal status.

Coordinate with internal teams to ensure prompt communication and fulfillment of client requirements.

Contribute to client retention by proactively resolving concerns and maintaining a high level of customer satisfaction.