Engagement Associate

6 days ago

Singapore THE EXECUTIVE CENTRE SINGAPORE PTE LTD Full time

**Purpose of the role**:
As Engagement Associate in the local Operations team, the role is to provide a level of quality customer service unsurpassed in the hospitality industry. Through the establishment and maintenance of excellent client relations, you will act as the ‘face’ of The Executive Centre for all of our in-house and external clients. You will have strong customer service instincts, an eye for detail and a tendency to always go the extra mile for our clients.

**Accountabilities/ Job Description**:
Daily Operations:

- Maintains a high level of alertness and professionalism at the front counter by anticipating and responding to guests and potential clients’ needs or queries
- Handles all telephone calls in a professional and efficient manner which includes exuding a cheerful and clear tone
- Responsible for managing the office unit & phone answering system setup and requests for all clients
- Organizes postage and document courier services, handle mail, incoming & outgoing deliveries
- Coordinates conference room bookings, refreshments for meetings and other special arrangements
- Handles all secretarial and administrative duties for clients, as requested
- Performs check in & check out process for all clients
- Conduct up-selling and cross-selling to maximize revenue
- Basic IT handling/troubleshooting
- Maintain communication with 3rd party vendors for centre maintenance and cleaning

Service Standards:

- Ensures that clients’ requests and demands are met to the best of your professional ability. This includes handling of all inquiries, complaints and feedback
- Establishes and offers input on improvement to service standards, in liaison with the Centre-in-charge
- Ensures that the Centre’s service standards are maintained at all times
- Meet with every client in the centre to build a foundation for a strong and lasting relationship

**Key Performance Indicators/Job Requirements**:

- Client satisfaction
- Meet and greet clients in professional and friendly manner
- Answer all incoming phone calls in a timely and professional manner (within 3 rings)
- Ensure to put client requests as a priority and that all clients are both satisfied and we have exceeded their expectations
- Ensure all centre service standards are maintained at a premium level
- Proactively up-sell TEC services for more Service Income Revenue, maximising revenues and company profitability

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