CUSTOMER EXPERIENCE ASSOCIATE

FRONT DESK MANAGEMENT: 

• Provides support on the reception/front desk through: 

• Answers and disperses calls and inquiries 

• Welcomes / receives visitors and tenants cordially with positive and helpful attitude 

• Responds /addresses tenant concerns and walk-in inquiries 

• Handles daily incoming and outgoing mails 

• 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 

• Any ad hoc duties as required 

GENERAL SERVICES / TENANT SERVICES 

• Main representative in the building 

• Reports and coordinates any building issues and ensures job completion 

• Provides effective solutions to problems / issues arising 

• Provides administrative support to clients 

• Provides unmatched customer experience 

• Builds strong relationship with clients 

• Enforces company policies and procedures, and safety and health regulations and standards 

• Maintains building security by issuing, checking, and collecting badges as necessary and maintaining visitor logs 

• Attends ticket requests 

• Ensures no ticket SLA breach 

• Assists in building tours with prospective client and marketing events 

• Offers and serves refreshment to Client 

• Coordinates with vendor for any Client request below 20K 

• Ensures furniture and fixture asset tags are intact and complete in inventory 

• Conducts Energy Conservation initiatives 

• Follows operational processes and procedures 

• Enforces house rules and security policy 

• Attends and handle site concerns  

• 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 cleanliness and maintenance of building 

• Works on day-to-day issues with facilities and building admin  

• Conducts weekly facilities walkthrough to address current and urgent issues 

• Has the Ability to foresee site issues and members’ needs  

• Coordinates facilities/building issues 

• Sets Quarterly coordination meeting with Building Admin 
• Attends punchlisting with projects and contractor

OFFICE HEALTH AND SAFETY 

• Perform safety walk weekly 

• Lead and encourage the tenants to participate evacuation drills (fire, earthquake) and secure accurate postmortem reports 

• Observe work in progress and assure safety equipment is worn and procedures followed 

• Suggest for corrections and follow-up to correct violations 

• Resolve complaints and suggest to management for corrective action 

LEADERSHIP 

• Responsible to manage 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