CUSTOMER EXPERIENCE LEAD

Make your next big career move by applying as KMC Solutions' next CUSTOMER EXPERIENCE LEAD!

The Customer Success 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.

On top of your salary, here are the exciting benefits you can look forward to:

• You'll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Waffle, Ice Cream)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a CUSTOMER EXPERIENCE 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 for managing a small team
• Keeps team motivated, and provide 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

To apply, you must be an expert on the following requirements:

• Business Administration, BS HRM, BS Tourism or any similar courses
• At least 3 years' work experience as Front Office Staff or Admin Assistant
• Proficient in Powerbi application
• Proficient in MS Office applications (MS Word, Excel, Powerpoint, office 365)

It will also be favorable if you are knowledgeable in:

• Capable of dealing with local staff and foreign clients
• Enthusiastic, Outgoing, responsible, motivated, dedicated
• Above average verbal and written communication skills
• Has high attention to detail, a fast learner
• Excellent interpersonal skills
• Extraordinary multitasking skills
• Good time management skills
• Can work under minimal supervision
• Has the ability to lead a small team
• Has delegation and motivational skills
• Good decision-making skills
• Ability to present well to high-level clients – local and foreign
• Ability to deliver services with the highest standards
• Willing to work on a shifting schedule
• Willing to be assigned to other KMC sites