Apac Client Experience Coordinator

3 years exp

**Roles & Responsibilities**

The APAC Client Experience Coordinator will work with the APAC GSS team to lead and supervise the reception teams in the APAC offices to deliver a first-class customer experience. The coordinator will support the APAC Area and Site managers to review and enhance reception operational best practices to ensure consistent delivery of professional customer service across the APAC region. The coordinator may also be required to work with internal partners in other regions as well as external vendors.

Customer service, hospitality and operational leadership and delivery are key requirements to achieve in this role.

**Responsibilities include but are not limited to**:

- Lead and supervise the APAC reception teams to ensure a delivery of a first-class customer experience aligned to global standards.
- Assist in the recruitment, induction and training of receptionists and site security leads
- Manage the implementation of any changes or upgrade of software systems and reception operating procedures.
- Review the existing standards and procedures and work with the APAC Security team to propose and implement new best practices to continue to provide the highest level of service.
- Project manage and review the reception physical operations environment and recommend improvements to enhance the operations and customer experience.
- Liaise with GSS APAC Security Events team to identify event needs
- Develop and enhance the skills and knowledge of the reception team.
- Provide guidance, support and motivation to the reception team.
- Additional duties and responsibilities as assigned and appropriate for the position
**Desired Qualifications / Certifications**:

- Relevant experience in management of front-of-house operations in a corporate, public service and/or hospitality sector.
- Ability to communicate clearly orally and in writing in English, ability to communicate in writing in a relevant second language would be an advantage
- Strong cross-group collaboration and relationship management skills
- Strong computer skills required. Must be proficient and familiar in the use of the Microsoft suite of products
- Demonstrate project management and problem-solving skills
- Ability to think strategically and develop actionable plans for execution
- Action oriented with a passion for getting things done quickly, efficiently, and properly
- Attention to detail
- Strong customer service skills and service delivery orientation
- Ability to interact effectively at various social levels and across diverse cultures
- Ability to facilitate progressive change
- Ability to organize and coordinate several deliverables at once
- Ability to take initiative and achieve results
- Ability to carry out multiple assignments concurrently
- Ability to adapt to changes in the external environment and organization
**Working Conditions and Physical/Mental Demands**:

- Maintaining composure in dealing with authorities, executives, clients, staff, and the public, occasionally under conditions of urgency and in pressure situations.
- Successfully pass background, reference, behavioral selection survey, and controlled substance tests.
- Ability to handle multiple tasks concurrently.
- Handling and being exposed to sensitive and confidential information.
- Might involve international travel (involving several nights staying away from home) in the performance of duties.
- Frequent lifting and/or moving up to 10 pounds, occasional lifting and/or moving up to 25 pounds.
- Conducting oral presentations and group meetings.
- Reading and analyzing reports and other data and metrics, including related computer usage.
- Responding on an on-call basis to emergencies and incidents at all hours.

RSK is a leading independent engineering and environmental consultancy, and provider of technical support services, headquartered in the UK and operating internationally. It has a diverse portfolio of projects around the world, including technical disciplines that are complementary to and supportive of what EDP already does and together the businesses are excited to build on the strong client base and high-quality service delivery that are the trademark of both brands.