INT-BD26455 | CUSTOMER EXPERIENCE OFFICER

The Customer Experience Officer is expected to perform tasks quickly and efficiently, with a high level of professionalism and positive attitude. It is expected that the Customer Experience Officerr is capable and able to manage Customer Success teams, and all admin-related day-to-day concerns and escalations in an area or cluster. 

The main responsibilities of a CUSTOMER EXPERIENCE OFFICER include:

SUBMISSION OF REPORTS 

• Budget, expense, consumption analysis and reporting 
• Monthly submission of supplies consumption and inventory, expense report and other reports 
• Weekly reports submission 
• Able to provide 99% accuracy of reports; Content of report are accurate and relevant 
• Incident report to be provided within 24hours 
• Accurate recording of MOM, to be provided within 2 days after the meeting 
• 99% accuracy of forwarded monthly client charges 

MENTORSHIP 

• Manage site leads / CSA directly 
• Conduct one-on-one coaching with direct reports 
• Continuously train, evaluate performance, take corrective actions when necessary 
• Allot training schedule to new admin 
• Able to use time wisely by supervising and teaching admin on site 
• Able to create strategies to reach goals 

CUSTOMER SERVICE 

• Oversight of all admin and facilities services 
• POC for all CS / admin–related concerns 
• Ability to be able to respond to concerns / issues / incidents  
• Able to provide assistance to clients 
• Able to follow the escalation matrix during an incident / emergency 
• Able to handle escalations within team / cluster 

POLICIES AND PROCEDURES IMPLEMENTATION 

• Ensure procedures, best practices are being implemented 
• Ensure checklists are complete per site 
• Able to create, update and implement departmental procedures 
• Ensure team or cluster is operating at peak efficiency 

GENERAL ADMIN DUTIES 

• Ensure sites handled have adequate Petty Cash Fund and Supplies on site 
• Execute monthly PCF audit per site 
• Weekly facilities inspection per site 
• 99% appropriate email and business communication etiquette 
• Able to send business emails with correct thought organization and Zero grammatical errors  
• Able to plan manpower and ensure availability of admin on site during committed office hours 
• Come up with resolutions to solve site issues within 36 hours 
• Cover on assigned works of CS Manager when on Leave 
• Can work Mondays - Fridays, and on-call on weekends during emergency situations 
• Other tasks to be assigned from time to time 

GENERAL OFFICE MANAGEMENT 

• Proactiveness in identifying needs / changes / modifications in our sites 
• Ensure Toilet, pantry, Reception, Lobby, General area condition 
• Implementation of Better Bathroom Experience in all sites handled 
• Provide weekly and Monthly treats for members 
• 100% availability of office, pantry refreshment and washroom supplies 
• 100% fully functioning appliances on site  
• Ensures treatment / maintenance are carried out as per approved schedule, and ensure type of treatment & Chemicals used are approved (pest control, carpet cleaning, grease trap cleaning, water testing) 
• 100% availability of annual Admin PM Calendar 
• Perform Quarterly Coordination meeting with the bldg. admin 

ASSET MANAGEMENT 

• Maintain 99% accurate asset inventory list 

SERVICE DESK 

• Follow ticket response format 100% 
• Ensure that 98% of admin tickets per week are attended within SLA 

HEALTHY AND SAFETY 

• Ensure that our procedures related to health and safety are practiced implemented