Job Description

Position Summary

The Tenant Support is responsible for ensuring an exceptional tenant experience by overseeing all tenant-related services, managing service requests, and monitoring the performance of facility service teams. This role combines strong tenant-facing responsibilities with quality assurance and compliance oversight. The ideal candidate brings extensive facility management experience in large-scale environments such as malls, hotels, resorts, hospitals, or corporate communities, with strong skills in inspections, problem resolution, and coordination across multiple service departments.

Key Responsibilities

1. Tenant Support & Relations (Primary Focus)

• Serve as the primary point of contact for tenants, addressing inquiries, concerns, and requests promptly, professionally, and efficiently.
• Handle tenant complaints with empathy and professionalism, ensuring timely and satisfactory resolution.
• Follow up on escalated or complex issues and coordinate with internal teams to ensure proper resolution.
• Provide ongoing feedback to management on recurring issues and trends affecting tenant satisfaction.
• Conduct regular check-ins and gather tenant feedback through surveys and other tools to improve service delivery and community experience.
• Ensure seamless tenant experience during all community activities and events.
• Monitor tenant satisfaction with all community services, ensuring offerings meet tenant expectations.

2. Service Ticket & Request Management

• Manage all service tickets submitted through the BDD application and ensure timely follow-up daily.
• Coordinate with IT, Engineering, Procurement, and other relevant teams for resolution of service requests.
• Track and document the status, timelines, and outcomes of all service tickets to ensure full closure and tenant satisfaction.
• For requests requiring quotations:
  • Obtain and share quotations with tenants via email and the BDD App.
  • Ensure approvals are secured within 2–3 weeks.
  • Confirm completion of approved works and update relevant parties.
• Maintain accurate records of tenant interactions, maintenance requests, inspections, and all ticketing activities.
• Prepare and present weekly reports on tenant support operations and BDD application ticket performance.

3. Facility Services Oversight (QA/QC Focus)

• Oversee, coordinate, and audit the performance of cleaning, maintenance, security, and valet service teams.
• Conduct routine inspections to ensure compliance with health, safety, and facility quality standards.
• Monitor service provider performance and adherence to standard procedures, taking corrective action where required.
• Follow up on incidents, deficiencies, or service failures to ensure corrective measures are implemented.

4. Quality Control, Reporting & Preventive Actions

• Develop, document, and update standard operating procedures (SOPs) for all service-related processes.
• Ensure all teams and external service providers comply with approved procedures and standards.
• Conduct routine audits and prepare detailed inspection reports outlining findings, action plans, and preventive measures.
• Oversee implementation of corrective actions and ensure closure of all reported issues.
• Report incidents, service issues, and operational risks with clear follow-up until full resolution.
• Support continuous improvement of service operations, driving accountability and enhanced performance across teams.

5. Cross Department Coordination (Zeal Shared Services)

• IT Services: Ensure smooth support for IT-related issues, maintain uninterrupted internet services, and monitor IT service quality.
• Engineering Department: Follow up on office-related technical issues, maintenance jobs, and architect/interior-related requests for private and shared spaces.
• Procurement & Accounting: Coordinate on quotations, service deliverables, and payment collections for tenant-related works and services.

Qualifications & Experience

• Bachelor’s degree in Facility Management, Hospitality Management, Business Administration, or related fields preferred.
• Minimum 3–5 years of experience in facility management or tenant relations within large-scale environments (malls, hotels, resorts, hospitals, corporate hubs).
• Strong knowledge of facility operations, quality control procedures, and service provider coordination.
• Excellent communication and problem-solving skills with a customer-centric approach.
• Experience with ticketing systems, reporting, and SOP development is a strong advantage.
• Ability to work under pressure and manage multiple tasks simultaneously.

Key Skills

• Tenant/Customer Relationship Management
• Facility Services Oversight
• QA/QC Inspections & Reporting
• Cross-Department Coordination
• Complaint Handling & Resolution
• Preventive & Corrective Action Planning
• Strong Communication & Presentation Skills
• Attention to Detail and Process-Oriented

Company Profile