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Manager / Senior Manager, Service Excellence

Country:  Singapore
State:  Singapore
Job Function:  Sales & Marketing
Job Posting Date:  15 May 2025

ABOUT FRASERS PROPERTY LIMITED
Frasers Property Limited (“Frasers Property” and together with its subsidiaries, the “Frasers Property Group” or the “Group”), is a multinational investor-developer-manager of real estate products and services. The Group is listed on the Main Board of the Singapore Exchange Securities Trading Limited (“SGX-ST”) and headquartered in Singapore.
 
Frasers Property's multinational businesses operate across five asset classes, namely, commercial & business parks, hospitality, industrial & logistics, residential and retail. The Group has businesses in Southeast Asia, Australia, the EU, the UK and China, and its well-established hospitality business owns and/or operates serviced apartments and hotels in over 20 countries across Asia, Australia, Europe, the Middle East and Africa.  
 
Frasers Property is also the sponsor of two real estate investment trusts (“REITs”) and one stapled trust listed on the SGX-ST. Frasers Centrepoint Trust and Frasers Logistics & Commercial Trust are focused on retail, and industrial & commercial properties, respectively. Frasers Hospitality Trust (comprising Frasers Hospitality Real Estate Investment Trust and Frasers Hospitality Business Trust) is a stapled trust focused on hospitality properties. In addition, the Group has two REITs listed on the Stock Exchange of Thailand. Frasers Property (Thailand) Public Company Limited is the sponsor of Frasers Property Thailand Industrial Freehold & Leasehold REIT, which is focused on industrial & logistics properties in Thailand, and Golden Ventures Leasehold Real Estate Investment Trust, which is focused on commercial properties.  
 
The Group is committed to inspiring experiences and creating places for good for its stakeholders. By acting progressively, producing and consuming responsibly, and focusing on its people, Frasers Property aspires to raise sustainability ideals across its value chain, and build a more resilient business. It is committed to be a net-zero carbon corporation by 2050. Building on its heritage as well as leveraging its knowledge and capabilities, the Group aims to create lasting shared value for its people, the businesses and communities it serves. Frasers Property believes in the diversity of its people and are invested in promoting a progressive, collaborative and respectful culture.

For more information on Frasers Property, please visit frasersproperty.com or follow us on LinkedIn.

Job Summary

Seeking an experienced and forward-thinking professional to drive the transformation of our customer service experience in line with our refreshed service promise. This key role involves implementing service excellence strategies, conducting service quality monitoring and audits, and providing coaching to help elevate service standards.

 

The ideal candidate brings extensive experience in fostering service excellence to support and guide Customer Service Officers and Service Coaches while championing a service-centric culture that delivers exceptional experiences.

 

Strong analytical skills are essential for evaluating service audit data to identify trends and recommend improvements. A collaborative approach will also help integrate service excellence initiatives across departments. This role offers the opportunity to make a meaningful impact on our organisation's service transformation journey, working with various stakeholders to enhance customer satisfaction, loyalty, and our Net Promoter Score.

Job Description

  1. Support Service Excellence: Implement service excellence strategies that align with the refreshed service promise to improve NPS, satisfaction, and loyalty. Support the execution of service excellence initiatives to ensure our Customer Service Officers and Service Coaches delivers them consistently.
     
  2. Service Quality Monitoring: Support a service culture that reflects the refreshed service promise. Conduct regular service audits and provide coaching, guidance and training to Customer Service Officers and Service Coaches. Monitor service performance through service audits, track and validate service feedback, and review service gaps to drive continuous improvement in service standards.
     
  3. Support and Guide: Support team performance to achieve individual and collective goals aligned with organisational objectives. Model and promote Frasers' service promise and service-centric culture. Contribute to recognition of exceptional service performance to reinforce desired behaviours.
     
  4. Analyse Service Audits: Evaluate data from service audits to track and analyse customer behaviour patterns, service trends, and satisfaction levels. Use these insights to recommend improvements and drive service quality enhancements. Identify systemic issues and propose action plans for service improvement.
     
  5. Cross-Functional Collaboration: Work closely with marketing, branding and centre management to ensure service excellence initiatives align with the brand strategy and customer engagement goals. Collaborate with other IT and operations departments to support integration with broader organisational objectives. Help ensure service excellence strategies are consistently applied.
     
  6. Reporting: Prepare and present regular reports on service performance, outcomes, and service trends. Provide actionable insights and recommendations based on performance data. Track the progress of service improvement initiatives and their impact on customer satisfaction.

Key Qualification

  • Bachelor’s degree and/or 4 – 5 years of equivalent practical experience
  • Exceptional interpersonal, verbal, and written communication skills.
  • Demonstrated ability to work collaboratively within the team and with other departments to provide a high level of customer service.
  • Ability to work under pressure and remain calm in high-stress situations while offering solutions to teams’ needs.
  • Strong analytical ability, great at data storytelling and translating data into actionable insights
  • Good team player who enjoys working on complex projects with various stakeholders

Diversity brings us closer to the communities we serve.

Guided by our Purpose, we are creating, inspiring, and nurturing an inclusive culture that unlocks the power of diverse teams to drive Frasers Property forward. Our values drive everything we do, which are core to creating safe places where everyone belongs, is mutually respected and feels empowered to be authentic at work. Working collaboratively makes us progressively stronger and better as an organisation, which helps our people to thrive each day.

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