INT-DCFF400 | CUSTOMER EXPERINCE LEAD

The Customer Experience Lead is expected to perform tasks quickly and efficiently, with a high level of professionalism and 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 EXPERINCE LEAD include:

FRONT DESK MANAGEMENT: 

• Provides support on the reception/front desk through: 
• Answers and disperses calls and inquiries 
• Welcomes / receives applicants, visitors and clients of the Company 
• Responds /addresses tenant concerns and walk-in inquiries 
• Handles daily incoming and outgoing mails 
• Receives, distributes, and files incoming letters, billings, invoices, documents and/or other communications 
• Manages the front office daily 
• Assists photocopy, printing, scanning client request 
• Gate pass / work permit processing 
• Prepares and accomplishes errand form 
• Monitors the cleanliness in concessionaire area 
• Any ad hoc duties as required 

GENERAL SERVICES / TENANT SERVICES 

• Lead representative in the workplace 
• Conference room reservation assistance 
• Reports and coordinates any workplace issues and ensures job completion 
• Provides effective solutions to problems / issues arising 
• Provides administrative support to members 
• Provides unmatched customer experience 
• Builds strong relationship with members 
• Enforces company policies and procedures, and safety and health regulations and standards 

GENERAL ADMIN 

• Attends ticket requests 
• Ensures no ticket SLA breach 
• Assists in Check releasing 
• Assists office walk tour with prospective client and marketing events 
• Offers and serves refreshment to Client 
• Assists and does simple trouble shoot IT concerns like wifi connection, borrow of LAN/ HDMI 
• Coordinates with vendor for any Client request below 20K 
• Ensures furniture and fixture asset tags are intact and complete in inventory 
• Conducts Energy Conservation initiatives 
• Distributes monthly treats 
• Follows operational processes and procedures 
• Enforces house rules and security policy 
• Attends and handle site concerns  
• Organizes Site lead’s monthly meeting 
• Ensures that all permits are posted and updated 
• Ensures email blast and circular memos from the building are cascaded accordingly 
• Ensures all trackers are accurate and updated 
• Ensures that onsite storage is clean and organized 
• Petty Cash Management 
• Monitors Site expenses 
• Management of Utility personnel 
• Ensures that the assigned tasks of the utility personnel are performed and/or accomplished 

GENERAL OFFICE MAINTENANCE / FACILITIES MANAGEMENT  

• Ensures Office Show-readiness, cleanliness and maintenance 
• Works on day-to-day issues with facilities and building admin  
• Conducts weekly facilities walkthrough to address current and urgent issues 
• Has the Ability to foresee site issues and members’ needs  
• Coordinates facilities/building issues 
• Sets Quarterly coordination meeting with Building Admin 
• Attends punchlisting with projects and contractor 

LEADERSHIP 

• Responsible to manage a small team 
• Keeps team motivated, and provides guidance to team members 
• Keeps team focused and on track for the immediate tasks/projects 
• Monitors team’s performance 
• Handles minor or small-scale work assignments / projects 
• Handles minor, unforeseen issues 
• Provides immediate resolution