INT-ED39167 | CUSTOMER EXPERINCE LEAD

The Customer Experience Lead is expected to perform tasks quickly and efficiently, with a high level of professionalism and a positive attitude. It is expected as a Customer Experience Lead that he/she can manage the site and a small team of individuals with one goal which is always to maintain the office facility’s show readiness and give exceptional customer experience.

The main responsibilities of a CUSTOMER EXPERIENCE LEAD include:

FRONT DESK MANAGEMENT:

• Providing support on the reception/front desk through:

• Answering and disperses calls and inquiries
• Welcoming / receiving applicants, visitors, and clients of the Company
• Responding /addressing tenant concerns and walk-in inquiries
• Handling daily incoming and outgoing mail
• Receiving, distributing, and filing incoming letters, billings, invoices, documents and/or other communications
• Managing the front office daily
• Assisting photocopy, printing, scanning client request
• Gate pass/work permit processing
• Preparing and accomplishing errand form
• Monitoring the cleanliness in the concessionaire area

• Any ad hoc duties as required 

GENERAL SERVICES / TENANT SERVICES 

• Lead representative in the workplace
• Conference room reservation assistance
• Reporting and coordinating any workplace issues and ensuring job completion
• Providing effective solutions to problems/issues arising
• Providing administrative support to members
• Providing unmatched customer experience
• Building strong relationships with members
• Enforcing company policies and procedures, and safety and health regulations and standards

GENERAL ADMIN

• Attending ticket requests
• Ensuring no ticket SLA breach

• Assisting in Check releasing

• Assisting office walk tours with prospective clients and marketing events
• Offering and serving refreshments to the Client
• Assisting and doing simple troubleshooting IT concerns like wifi connection, borrowing of LAN/ HDMI
• Coordinating with the vendor for any Client request below 20K
• Ensuring furniture and fixture asset tags are intact and complete in inventory
• Conducting Energy Conservation initiatives
• Distributing monthly treats

• Following operational processes and procedures
• Enforcing house rules and security policy
• Attending and handling site concerns
• Organizing Site lead’s monthly meeting
• Ensuring that all permits are posted and updated
• Ensuring email blasts and circular memos from the building are cascaded accordingly
• Ensuring all trackers are accurate and updated
• Ensuring that onsite storage is clean and organized
• Petty Cash Management

• Monitoring Site expenses

• Management of Utility personnel
  • Ensuring that the assigned tasks of the utility personnel are performed and/or accomplished

GENERAL OFFICE MAINTENANCE / FACILITIES MANAGEMENT

• Ensuring Office Show-readiness, cleanliness and maintenance
• Working on day-to-day issues with facilities and building admin
• Conducting weekly facilities walkthroughs to address current and urgent issues
• Has the Ability to foresee site issues and members’ needs
• Coordinating facilities/building issues
• Setting Quarterly coordination meetings with Building Admin
• Attending punch listing with projects and contractor

LEADERSHIP

• Responsible for managing a small team
• Keeping the team motivated, and guiding team members
• Keeping team focused and on track for the immediate tasks/projects
• Monitoring the team’s performance
• Handling minor or small-scale work assignments/projects
• Handling minor, unforeseen issues
• Providing immediate resolution