Job Openings INT-91A4772 | ASSISTANT CUSTOMER EXPERIENCE MANAGER

About the job INT-91A4772 | ASSISTANT CUSTOMER EXPERIENCE MANAGER

The Customer Experience Assistant Manager is expected to perform tasks quickly and efficiently, with a high level of professionalism and positive attitude. It is expected that the Customer Experience Assistant Manager 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 ASSISTANT CUSTOMER EXPERIENCE MANAGER 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 SUPPORT
    • Follow ticket response format 100%
    • Ensure that 98% of admin tickets per week are attended within SLA
    • 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, Travel to other KMC Sites
    • 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
  • HEALTHY AND SAFETY
    • Ensure that our procedures related to health and safety are practiced implemented
  • CUSTOMER DELIGHT
    • Develop and implement strategies and processes useful in improving customer relationship, and satisfaction
    • Ensure that customer experience is engaging, efficient, and effective
    • Focus on designing improving customer experience and engagement
    • Direct activities to implement best practices, establish metrics, collect and analyze customer data and feedback
    • Partner with the quality, training and process team to achieve department business goals and drive process improvement


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