CUSTOMER SUCCESS LEAD

FUNCTIONAL OVERVIEW: 

The Customer Success Lead is expected to perform tasks quickly and efficiently, with a high level of professionalism and a positive attitude. It is expected as a Customer Success Lead that he/she can manage the site and a small team of individuals with one goal which is always to maintain the office facility’s show readiness and give exceptional customer experience.  

 

DUTIES AND RESPONSIBILITIES 

FRONT DESK MANAGEMENT: 

• Provides support at the reception/front desk through: 
• Answers and disperses calls and inquiries 
• Welcomes/receives applicants, visitors, and clients of the Company 
• Responds/addresses tenant concerns and walk-in inquiries 
• Handles daily incoming and outgoing mail 
• Receives, distributes, and files incoming letters, billings, invoices, documents and/or other communications 
• Manages the front office daily 
• Assists photocopy, printing, and scanning of client request 
• Gate pass/work permit processing 
• Prepares and accomplishes errand form 
• Monitors the cleanliness in the concessionaire area 
• Any ad hoc duties as required 

GENERAL SERVICES / TENANT SERVICES 

• Lead representative in the workplace 
• Conference room reservation assistance 
• Reports and coordinates any workplace issues and ensures job completion 
• Provides effective solutions to problems/issues arising 
• Provides administrative support to members 
• Provides unmatched customer experience 
• Builds strong relationships with members 
• Enforces company policies and procedures, and safety and health regulations and standards 

 

GENERAL ADMIN 

• Attends ticket requests 
• Ensures no ticket SLA breach 
• Assists in check-releasing 
• Assists with office walk tours with prospective clients and marketing events 
• Offers and serves refreshments to the Client 
• Assists and does simple troubleshooting IT concerns like Wi-Fi connection, borrowing of LAN/ HDMI 
• Coordinates with the vendor for any Client request below 20K 
• Ensures furniture and fixture asset tags are intact and complete in inventory 
• Conducts Energy Conservation initiatives 
• Distributes monthly treats 
• Follows operational processes and procedures 
• Enforces house rules and security policy 
• Attends and handles site concerns  
• Organizes Site lead’s monthly meeting 
• Ensures that all permits are posted and updated 
• Ensures email blasts and circular memos from the building are cascaded accordingly 
• Ensures all trackers are accurate and updated 
• Ensures that onsite storage is clean and organized 
• Petty Cash Management 
• Monitors Site expenses 
• Management of Utility personnel 
• Ensures that the assigned tasks of the utility personnel are performed and/or accomplished 

 

GENERAL OFFICE MAINTENANCE/FACILITIES MANAGEMENT  

• Ensures Office Show-readiness, cleanliness, and maintenance 
• Works on day-to-day issues with facilities and building admin  
• Conducts weekly facilities walkthroughs to address current and urgent issues 
• Has the Ability to foresee site issues and members’ needs  
• Coordinates facilities/building issues 
• Sets Quarterly coordination meetings with the Building Admin 
• Attends punch listing with projects and contractor 

 

LEADERSHIP 

• Responsible for managing a small team 
• Keeps team motivated, and provides guidance to team members 
• Keeps team focused and on track for the immediate tasks/projects 
• Monitors team’s performance 
• Handles minor or small-scale work assignments / projects 
• Handles minor, unforeseen issues 
• Provides immediate resolution 

 

MINIMUM COMPETENCIES 

• Capable of dealing with local staff and foreign clients 
• Enthusiastic, Outgoing, responsible, motivated, dedicated 
• Above average verbal and written communication skills 
• Has high attention to detail, a fast learner 
• Excellent interpersonal skills 
• Extraordinary multitasking skills 
• Good time management skills 
• Can work under minimal supervision 
• Has the ability to lead a small team 
• Has delegation and motivational skills 
• Good decision-making skills 
• Ability to present well to high-level clients – local and foreign 
• Ability to deliver services with the highest standards 
• Willing to work on a shifting schedule 
• Willing to be assigned to other KMC sites 

 

MINIMUM QUALIFICATIONS 

• Business Administration, BS HRM, BS Tourism or any similar courses 
• At least 3 years of work experience as Front Office Staff or Admin Assistant 
• Proficient in PowerBI application 
• Proficient in MS Office applications (MS Word, Excel, PowerPoint, Office 365)