CUSTOMER SUCCESS LEAD

FUNCTIONAL OVERVIEW: 

The Customer Success Lead is expected to perform tasks quickly and efficiently, with a high level of professionalism and poa 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, scanning 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 office walk tours with prospective clients and marketing events
• Offers and serves refreshment to Client
• Assists and does simple troubleshoot IT concerns like wifi connection, borrow 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 blast 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
• Set 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