Role Purpose:
The role is responsible for facilitating liaison and communication between DHCM and the property owners/tenants for assigned communities. This role ensures the timely collection of service charges, monitors community conditions, and addresses identified issues to deliver quality customer service, maintain decent living standards, and achieve customer satisfaction within DHCM communities.
Community Relations & Customer Service:
- Attend meetings to represent owners and tenants concerns, ensuring that all inquiries and complaints are communicated and addressed promptly.
- Respond to all inquiries and complaints received from owners/tenants in a timely manner, ensuring an adequate level of customer service.
- Investigate customer complaints to identify issues, and follow-up to ensure relevant action is taken to fully resolve the problem and achieve customer satisfaction.
- Escalate issues that cannot be resolved efficiently through appropriate processes.
- Educate owners and tenants about DHCM’s community rules and regulations to always ensure full compliance.
- Assist the Community Manager in liaising with local authorities and communities to resolve day-to-day community issues, including Owners Committee (OC) management in line with RERA requirements and handling of violation management processes.
- Financial Management & Service Charge Collection:
- Execute the timely collection of service charges for assigned communities to ensure availability of sufficient funds to sustain community services.
- Inform owners/tenants of any changes and/or issues related to service charges to avoid disruption to community services.
- Participate in community budgeting with the Community Manager by coordinating with all stakeholders and service providers to provide accurate and relevant information, and by preparing and submitting all supporting documents required by RERA.
- Community Operations & Quality Monitoring:
- Perform regular site inspections of assigned communities to observe the condition of assets and service quality regarding soft services (e.g., pest control, external cleaning, waste management, landscaping, and security), ensuring decent living conditions for residents.
- Monitor third-party service providers to ensure required services are provided in line with the Service Level Agreement (SLA).
- Provide feedback and coordinate with relevant internal departments and/or third-party service providers to address identified issues with community infrastructure assets and/or soft services promptly.
- Maintain regular and up-to-date incident and progress reports.
- Adhere to company policy and procedure, maintaining professionalism and confidentiality of all information.
- Documentation & Compliance:
- Perform the issuance of No Objection Letters (NOLs) for assigned communities to ensure all community activities are conducted safely, securely, and in compliance with community rules and regulations.
- Update the database of owners to ensure all contact details are accurate and updated for service charge collection and ongoing communication.
- Ensure all customer complaints are logged in the system to record and monitor progress in a timely and quality manner.
- Follow all relevant departmental policies, processes, standard operating procedures (SOPs), and instructions for controlled and consistent work execution.
- Reporting & Continuous Improvement:
- Prepare Facility and Community Management Departmental statements and reports accurately and timely to meet DHCM’s requirements, policies, and standards.
- Identify opportunities for continuous improvement of systems, processes, and practices, considering international leading practices, business process improvement, cost reduction, and productivity improvement.
- Decision-making authority rests with the line manager, department head, and business unit head as per DHCM’s Delegation of Authority (DOA).
Knowledge & Experience
- Higher Diploma graduate or bachelor’s degree in business administration or a similar field.
- Master's degree preferred.
- Minimum of 3 years of experience in a similar field (community management, property management, customer service).
- Project Management skills.
- Data Management & Reporting
- Understanding of Service Level Agreements (SLAs)
- Basic Financial Understanding
- Effective interpersonal and communication skills.
- Problem-Solving and Decision-Making
- Time management, priority setting, and organizational skills.
- Flexibility and adaptability.
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