The Customer Management Team is a core unit dedicated to discovering sales opportunities and enhancing customer satisfaction. Operating across both front and back offices, they support company-wide operations through collaboration with various departments. By identifying customer needs, they uncover opportunities across services including construction, interior design, and leasing, laying crucial groundwork for the company's growth.
We sat down with Team Leader Jaehyuk Jang for a detailed discussion.
Q: What are the main responsibilities and roles of the Customer Management Team?
Jaehyuk Jang (JH): It's challenging to define our team's work in simple terms. We function as a 'middle office,' handling tasks from both back-office support operations to front-office revenue-generating activities.
Our team's primary purpose is to identify and develop sales opportunities for various business units. We also manage additional customer needs and satisfaction levels that might otherwise be overlooked, supporting all aspects of RSQUARE's business areas.
Jaehyuk Jang, Head of Customer Management Team at RSQUARE
Our activities include reaching out to Vietnamese local companies for potential leasing deals and providing targeted support to different divisions and departments as needed.
Q: How does your team collaborate with other departments at RSQUARE? What's your typical work process?
JH: We don't have an elaborate process perse. Since our work includes inbound operations, it's crucial to understand how each department operates and in what manner. We also need to keep track of personnel changes.
Throughout this process, we guide departments on workflow requirements and sometimes follow up on deadlines. While we primarily communicate via email, we also have face-to-face meetings or phone calls depending on the situation and urgency.
Q: What are the strengths or differentiating factors of RSQUARE's Customer Management Team?
JH: Our job is to ensure customers continue to choose RSQUARE for any of their needs. The key capabilities and strengths required for this role are proactiveness, initiative, execution ability, and a customer-centric mindset.
Q: Could you share any notable ongoing projects or recent achievements?
JH: Currently, we're executing and supporting marketing initiatives for the Data Hub program and RA (RSQUARE Analytics). We're also continuing our existing work of identifying construction and interior design needs and conducting preliminary sales activities.
Some of our satisfying achievements in 2024 include discovering opportunities and working with the Construction Division to secure projects such as the new construction of Yongin Aminas Hospital, the ongoing educational research facility construction near Gangnam Station, and another success story - the reconstruction project of the 'Daeho Reports' building at Gangnam Station.
Q: What skills and qualities are particularly important for working in the Customer Management Team?
JH: We need proactive multi-players with curiosity, execution ability, and initiative. While our work might not be glamorous, it's important to maintain the mindset that we're contributing to the company's overall performance by identifying and supporting opportunities across RSQUARE's business services.
Q: What are the future goals and vision for the Customer Management Team?
JH: Our immediate priority is the successful market establishment of RA and Data Hub. We need to continue working towards greater achievements in our existing operations, and our goal is to serve as a lubricant for company-wide operations. We aim to support various specialized departments in multiple areas through diverse methods to help them achieve better results.
Q: What are the unique characteristics of customer management at RSQUARE as a proptech company? Are there any special approaches using data or technology?
JH: We have the distinctive ability to provide all possible services related to customers' real estate assets at the right timing. Through customer management, we identify needs across our business areas, from asset acquisition consideration to construction, interior design, and leasing. Since new opportunities with customers can arise at any time, we place great importance on maintaining detailed records and history of our interactions and responses.
Q: What aspects does the team particularly focus on to enhance customer satisfaction?
JH: Our Customer Management Team continuously strives to view and respond to matters from the customer's perspective. We constantly ask ourselves questions like 'If I were the contact person at this business partner, what would I want to know?' and 'What might be unclear to them?'
Q: Do you have any message for other RSQUARE team members regarding the Customer Management Team?
JH: Everyone is working hard in their respective roles. While we sometimes face repetitive challenges and difficulties that can be tiring, I believe you've all noticed how RSQUARE has grown and continues to develop over time. During challenging periods and situations, I hope we can encourage each other, maintain open communication, and work together to create an even more advanced RSQUARE for tomorrow.
The RSQUARE Customer Management Team
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The Customer Management Team is a core unit dedicated to discovering sales opportunities and enhancing customer satisfaction. Operating across both front and back offices, they support company-wide operations through collaboration with various departments. By identifying customer needs, they uncover opportunities across services including construction, interior design, and leasing, laying crucial groundwork for the company's growth.
We sat down with Team Leader Jaehyuk Jang for a detailed discussion.
Q: What are the main responsibilities and roles of the Customer Management Team?
Jaehyuk Jang (JH): It's challenging to define our team's work in simple terms. We function as a 'middle office,' handling tasks from both back-office support operations to front-office revenue-generating activities.
Our team's primary purpose is to identify and develop sales opportunities for various business units. We also manage additional customer needs and satisfaction levels that might otherwise be overlooked, supporting all aspects of RSQUARE's business areas.
Jaehyuk Jang, Head of Customer Management Team at RSQUARE
Our activities include reaching out to Vietnamese local companies for potential leasing deals and providing targeted support to different divisions and departments as needed.
Q: How does your team collaborate with other departments at RSQUARE? What's your typical work process?
JH: We don't have an elaborate process perse. Since our work includes inbound operations, it's crucial to understand how each department operates and in what manner. We also need to keep track of personnel changes.
Throughout this process, we guide departments on workflow requirements and sometimes follow up on deadlines. While we primarily communicate via email, we also have face-to-face meetings or phone calls depending on the situation and urgency.
Q: What are the strengths or differentiating factors of RSQUARE's Customer Management Team?
JH: Our job is to ensure customers continue to choose RSQUARE for any of their needs. The key capabilities and strengths required for this role are proactiveness, initiative, execution ability, and a customer-centric mindset.
Q: Could you share any notable ongoing projects or recent achievements?
JH: Currently, we're executing and supporting marketing initiatives for the Data Hub program and RA (RSQUARE Analytics). We're also continuing our existing work of identifying construction and interior design needs and conducting preliminary sales activities.
Some of our satisfying achievements in 2024 include discovering opportunities and working with the Construction Division to secure projects such as the new construction of Yongin Aminas Hospital, the ongoing educational research facility construction near Gangnam Station, and another success story - the reconstruction project of the 'Daeho Reports' building at Gangnam Station.
Q: What skills and qualities are particularly important for working in the Customer Management Team?
JH: We need proactive multi-players with curiosity, execution ability, and initiative. While our work might not be glamorous, it's important to maintain the mindset that we're contributing to the company's overall performance by identifying and supporting opportunities across RSQUARE's business services.
Q: What are the future goals and vision for the Customer Management Team?
JH: Our immediate priority is the successful market establishment of RA and Data Hub. We need to continue working towards greater achievements in our existing operations, and our goal is to serve as a lubricant for company-wide operations. We aim to support various specialized departments in multiple areas through diverse methods to help them achieve better results.
Q: What are the unique characteristics of customer management at RSQUARE as a proptech company? Are there any special approaches using data or technology?
JH: We have the distinctive ability to provide all possible services related to customers' real estate assets at the right timing. Through customer management, we identify needs across our business areas, from asset acquisition consideration to construction, interior design, and leasing. Since new opportunities with customers can arise at any time, we place great importance on maintaining detailed records and history of our interactions and responses.
Q: What aspects does the team particularly focus on to enhance customer satisfaction?
JH: Our Customer Management Team continuously strives to view and respond to matters from the customer's perspective. We constantly ask ourselves questions like 'If I were the contact person at this business partner, what would I want to know?' and 'What might be unclear to them?'
Q: Do you have any message for other RSQUARE team members regarding the Customer Management Team?
JH: Everyone is working hard in their respective roles. While we sometimes face repetitive challenges and difficulties that can be tiring, I believe you've all noticed how RSQUARE has grown and continues to develop over time. During challenging periods and situations, I hope we can encourage each other, maintain open communication, and work together to create an even more advanced RSQUARE for tomorrow.
The RSQUARE Customer Management Team