Admin Team Leader

Key Responsibilities

1. Team Management & Operations

• Lead and supervise a team of 4–6 admin executives working in two shifts.
• Allocate daily responsibilities and monitor team performance.
• Ensure smooth job transfer between shifts and maintain continuity of operations.
• Set weekly, quarterly, half-yearly, and yearly KPI targets for the admin team and track achievement regularly.
• Provide ongoing training, guidance, and motivation to improve team performance, work accuracy & efficiency.

2. Booking & Scheduling Management

• Manage all incoming property and home service bookings done from the app/website.
• Confirm, reschedule, cancel, complete bookings as required and inform all relevant parties.
• Allocate sales executives for property visits and service staff for home service jobs.
• Assign relationship managers (RMs) to premium customers to ensure personalized support.
• Prepare and maintain daily/weekly schedules for sales executives and home service staffs to ensure timely and efficient service delivery.

3. Database & System Maintenance

• Update and maintain accurate data in the admin panel related to app and website.
• Check all relevant admin panel data carefully to ensure there are no fake, old or wrong data and all data are accurate and up to date.
• Handle both manually and digitally signed documents through admin panel efficiently and accurately.
• Report to his/her manager immediately if any issues in admin panel system, so that it can be fixed immediately.

4. Coordination & Communication

• Act as the key coordination link between the admin team, sales team, service staff, and clients (owners, buyers, tenants).
• Ensure all property visits and home service appointments are properly arranged, confirmed, and followed up.
• Closely coordinate with sales team in negotiating and finalizing deals between owners and buyers/tenants, handling all documentations, signing, handover, etc.
• Work closely with the sales team to ensure smooth customer experience and proper promotion of company’s services.

5. Customer Service & Issue Resolution

• Maintain a high standard of customer service and satisfaction at all times.
• Handle customer queries, complaints, or issues promptly and effectively.
• Monitor customer experience metrics and take proactive actions to improve ratings and satisfaction.

6. Relationship Management

• Develop and maintain positive relationships with:
• Property owners and landlords
• Customers and tenants
• Project Management Offices, building receptionists, and developer’s sales teams
• Represent company professionally during any property or project visits.
• Promote the company’s app, website, and service offerings to all stakeholders.

7. Field Visits & Documentation

• Visit projects and properties when necessary to:
• Verify property information
• Handle documentation or customer/owner meetings
• Resolve any on-site operational or customer issues
• Ensure all paperwork, booking forms, and transaction-related documents are accurate and properly uploaded into the admin panel.

Qualifications & Skills

1. University Degree in Business Management, Real Estate, Sales & Marketing, Hotel/Hospitality Management, Customer Care, Operations or similar fields.

2. Work Experience: Minimum 5 years, with at least 2 years in a supervisory or team leader role.

3. Strong organizational, multitasking, and leadership abilities.

4. Language Preference: Excellent Vietnamese, Basic/Intermediate English. Any additional language skill like Korean, Japanese, Chinese will be a big plus.

5. High attention to detail and accuracy in data management.

6. Strong customer service orientation and problem-solving mindset, putting customer's interest first in any situation, understanding customer needs and trying best to achieve customer's expectations.

7. Proficient in using computers, Microsoft Office, Management software, CRMs, and digital tools.

8. Flexible and ability to handle a fast-paced, high-volume operational environment.

9. Willing to travel to different projects and properties, whenever it's needed for working purpose.