Customer Experience Associate

Job Title

Customer Experience Associate

Job Description Summary

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 our client but also Cushman & Wakefield. The role supports the account initiatives and helps to drive consistency in delivery across the portfolio.

Job Description

Responsibilities:

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

• Manage individual and group inboxes responding to email queries promptly

• 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

• Maintain an up to date list of BHP employees including (name, email, telephone, locker number and floor 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 BHP’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

General Responsibilities

• Articulate and live the Cushman & Wakefield culture, model organisational values and required behaviour and hold others (employees and peers) accountable for their actions by identifying and acting on behaviour which is inconsistent with agreed standards

• Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation

• Work safely and avoid placing yourself or anyone else’s health and safety at risk by your acts or omissions

• Comply with Cushman & Wakefield’s environmental policies and adhere to procedures and work instructions that are relevant to your activities

• Operate in a manner that will minimise any adverse environmental impacts associated with your activities

• Actively participate within a community of practice group within Global Occupier Services by sharing information and strategies that result in the best outcomes for the client and Cushman & Wakefield

• Understand the Cushman & Wakefield brand and expertise of services delivered to ensure all opportunities to provide a full-service offer to clients is available

• Regularly engage with the Cushman & Wakefield CRE team to leverage their knowledge

• Comply with Cushman & Wakefield delegations policy which can be found on the Knowledge Hub

Background and Experience

• 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

Qualifications & Technical Skills:

• Minimum of completion of year 12 High School.

• Intermediate Microsoft Office Suite

• Sound computer knowledge

• Clear verbal and written communications

• Professional qualifications in Facilities and/or Hospitality will be a plus however this is an entry level position and training will be provided

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 42,500.00 - $50,000.00

Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to canadarecruitment@cushwake.com. Please refer to the job title and job location when you contact us.

Cushman & Wakefield s’engage à respecter l’équité en matière d’emploi. Notre objectif est d’offrir un milieu de travail diversifié, inclusif et exempt d’obstacles. Si vous êtes une personne handicapée et que vous avez besoin de recevoir l’offre d’emploi dans un autre format ou d’accéder à toute autre mesure d’adaptation au cours du processus d’embauche, veuillez soumettre votre demande par courriel à canadarecruitment@cushwake.com. Veuillez mentionner le titre de poste et le lieu de travail au moment de communiquer avec nous.

INCO: “Cushman & Wakefield”