Client Experience Specialist

2 weeks ago

Singapore ARCC OFFICES PTE. LTD. Full time

**DUTIES & RESPONSIBILITIES:
**Centre Operations**
- Executes and elevates all centre specific customer engagement activities to promote client satisfaction and foster retention -e.g. maintains good relationships with clients, executes related activities such as events, community networking, shares feedback to your leaders and supports implementing initiatives/change)
- Acts as a client advocate in providing feedback from the community back to the team for follow up in the constant pursuit of improvement.
- Champion centre specific customer engagement activities to promote client satisfaction and foster retention.
- Takes charge of clients check ins and outs; handles administrative and invoicing matters; ensures smooth operations of their respective centres.
- Assists in all centres related engagement activities (breakfasts, pantry preparation, afternoon delights, etc).
- Supports and oversees vendor relationships alongside the Centre Success Manager and Centre Success Director/ General Manager.Partakes in any other duties as assigned

**Commercial**

Supports the Centre Success Manager/s in achieving outcomes of in-house commercial activities, such as achieving renewal targets, driving income (GSI, meeting rooms and events), maintaining operational budgets for allocated centre/s.

**Product**
- Ensures desired operational standards and readiness by executing on expected objectives & strives for continuous improvement/innovation.
- Enhances and delivers desired hospitality quality - e.g., know your clients, engage with clients consistently, provide input & feedback to your leader to improve the client’s experience. Utilize systems religiously (Freshdesk, Salesforce)
- Commits to adhering to the hospitality or centre related trainings conducted by your manager and to motivate your colleagues to do the same. (e.g., adhere to the Arcc Service Standards, ensuring excellent verbiage(written/verbal), adopt a positive mindset, deportment, etc).
- Enhances customer service quality - e.g., maintaining contact with customers, providing input & feedback to Centre Success Manager to improve the customer experienceSupports the Centre Manager by updating partnerships validity, sharing clients’ preferences, habits and sharing partnerships perks with clients.

**QUALIFICATIONS, SKILLS, KNOWLEDGE AND EXPERIENCE
- Sociable individual with excellent communication and prioritization skills
- Attentive to details with a strong sense of passion and determination to excel
- Able to work under pressure and tight schedule with mínimal supervision
- Highly driven Hospitality / Customer-Centric Attitude and outcomes focused
- A strong sense of empathy - crucial in solving difficult customer situations and working in teams
- Excellent prioritization and organizational skills to help the team focus its energy and balancing time spent on delivering customer experiences against that of reacting to customer service issues; more proactive planning and execution, with reduced firefighting
- Outstanding written & verbal communication skills in English and the local language.
- Demonstrated confidence and courage in achieving the company’s Mission, Vision and Values by connecting the purpose of one’s work to it.

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