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Customer Experience Associate

2 months ago

Kuala Lumpur, Malaysia Cushman & Wakefield Full time

**Job Title**

Customer Experience Associate
**Job Description Summary**

The role of Customer Experience Associate is to provide a customer-centric experience for the site occupants within their assigned portfolio. The CXA will focus on providing appropriate customer experiences whilst having a deep understanding of the workplace and the services provided. The main purpose of this role is to deliver an exceptional site occupant and visitor experience in every interaction, whilst delivering a range of workplace services including concierge, reception, event management, mailroom services, office supplies and consumables and access pass management.. We focus on anticipating needs, listening to the resident and visitors, and making every interaction simple, effective, and quick

This role is pivotal as it not only represents the face of Client but also Cushman & Wakefield. The role supports the account initiatives and helps to drive consistency in delivery across the portfolio.

The Customer Experience Associate is cross-trained and operates across a wide variety of tasks and workplace services but is not limited to;

General Customer Service
- Meet and greet visitors proactively, with a professional greeting and smile
- Guide visitors to the relevant waiting lounge or meeting room and inform host of the visitor’s arrival
- Answer the phone with a professional corporate greeting within 3 rings
- Proactively develop and manage Client relationships in ensuring that excellent customer experience is achieved
- Comply with the client’s requirements and actively review customer’s feedback with the WPL to enhance the overall customer experience on site

Concierge Desk
- Issue and collection of access passes for employees and visitors using the agreed registration system
- Maintain the front of house/reception area and adjacent services such as meeting rooms, waiting areas, entrances, collaboration space, kitchen, and lounge areas to a high standard of presentation
- Maintain and update relevant processes and guidelines to a central SharePoint location
- Manage the requirement for inductions & photos for all new employees and store in central SharePoint
- Provide content for the workplace newsletter articles and provide information relating to the Concierge space to inform employees
- Ensure Concierge Desk coverage is in line with building operating hours agreed roster

Help & Support
- Manage all requests regarding car park, floor locker, exercise locker and end of trip facilities promptly ensuring relevant systems are updated as required
- Log tenancy and workplace related issues promptly via the agreed process and system
- Direct visitors and provide solutions for their requirements as it relates to the workplace
- Ensure service deliverables are met as per agreed SLA & KPI
- Be responsive and problem solves on issues raised by the client, escalate the issues to WPL when additional follow-up is required
- To undertake floor inspections as per contractual requirements or as and when requested by WPL
- Understand Client's business units and their community, be pro-active in resolving workplace queries
- Support with Regional activities as directed by the WPL
- Ensure compliance with Client’s policies and procedures

Meetings & Events
- Provide effective support and guidance to employees on the location and workplace guidelines for meeting rooms
- Assist employees to access information relating to the booking of an appropriate event space and associated catering and beverage services for events
- Assist with building tours and provide support with specialized room set-up/pack downs including the engagement of additional workplace support as required
- Assist employees to access guidelines and procedures relating to the use of meeting room technology (AV/Polycomm) and assist with presentation set ups including connecting laptops, video and audio conferences using your basic understanding of in room technology as required
- Helps with the coordination and reset of the spaces as required

Distribution
- Collect, sort and deliver courier, newspaper, subscriptions, and mail items from / to designated area at scheduled times
- Coordinate the delivery of bulk deliveries such as marketing materials and ad-hoc stationery items by directing external delivery representatives to applicable storage areas
- Assist with the engagement of courier services as required
- Support with topping up and arrangement of supplies as and when directed by WPL

You are:

- 2 years or more experience in a similar role is preferred
- Experience in reception or front line information exchange
- Experience in community engagements or hospitality services is an advantage
- This is an entry level position however it is anticipated CXA’s will have some experience in a customer-facing role
- Minimum of completion of year 12 High School.
- Intermediate Microsoft Office Suite
- Sound computer knowledge
- Clear verbal and written communications
-

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