Make your next big career move by applying as KMC Solutions’ next ASSISTANT CUSTOMER EXPERIENCE MANAGER
The Customer Experience Assistant Manager is expected to perform tasks quickly and efficiently, with a high level of professionalism and positive attitude. It is expected that the Customer Experience Assistant Manager is capable and able to manage Customer Success teams, and all admin-related day-to-day concerns and escalations in an area or cluster.
On top of your salary, here are the exciting benefits you can look forward to:
- You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
- Making sound decision-making and flexibility to ensure team dynamics and productivity.
- Competitive salary and benefits
- HMO + free dependent
- Life Insurance
- Monthly Communication Allowance
- Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
The main responsibilities of a ASSISTANT CUSTOMER EXPERIENCE MANAGER include:
- SUBMISSION OF REPORTS
- Budget, expense, consumption analysis and reporting
- Monthly submission of supplies consumption and inventory, expense report and other reports
- Weekly reports submission
- Able to provide 99% accuracy of reports; Content of report are accurate and relevant
- Incident report to be provided within 24hours
- Accurate recording of MOM, to be provided within 2 days after the meeting
- 99% accuracy of forwarded monthly client charges
- MENTORSHIP
- Manage site leads / CSA directly
- Conduct one-on-one coaching with direct reports
- Continuously train, evaluate performance, take corrective actions when necessary
- Allot training schedule to new admin
- Able to use time wisely by supervising and teaching admin on site
- Able to create strategies to reach goals
- CUSTOMER SUPPORT
- Follow ticket response format 100%
- Ensure that 98% of admin tickets per week are attended within SLA
- Oversight of all admin and facilities services
- POC for all CS / admin–related concerns
- Ability to be able to respond to concerns / issues / incidents
- Able to provide assistance to clients
- Able to follow the escalation matrix during an incident / emergency
- Able to handle escalations within team / cluster
- POLICIES AND PROCEDURES IMPLEMENTATION
- Ensure procedures, best practices are being implemented
- Ensure checklists are complete per site
- Able to create, update and implement departmental procedures
- Ensure team or cluster is operating at peak efficiency
- GENERAL ADMIN DUTIES
- Ensure sites handled have adequate Petty Cash Fund and Supplies on site
- Execute monthly PCF audit per site
- Weekly facilities inspection per site, Travel to other KMC Sites
- 99% appropriate email and business communication etiquette
- Able to send business emails with correct thought organization and Zero grammatical errors
- Able to plan manpower and ensure availability of admin on site during committed office hours
- Come up with resolutions to solve site issues within 36 hours
- Cover on assigned works of CS Manager when on Leave
- Can work Mondays - Fridays, and on-call on weekends during emergency situations
- Other tasks to be assigned from time to time
- GENERAL OFFICE MANAGEMENT
- Proactiveness in identifying needs / changes / modifications in our sites
- Ensure Toilet, pantry, Reception, Lobby, General area condition
- Implementation of Better Bathroom Experience in all sites handled
- Provide weekly and Monthly treats for members
- 100% availability of office, pantry refreshment and washroom supplies
- 100% fully functioning appliances on site
- Ensures treatment / maintenance are carried out as per approved schedule, and ensure type of treatment & Chemicals used are approved (pest control, carpet cleaning, grease trap cleaning, water testing)
- 100% availability of annual Admin PM Calendar
- Perform Quarterly Coordination meeting with the bldg. admin
- HEALTHY AND SAFETY
- Ensure that our procedures related to health and safety are practiced implemented
- CUSTOMER DELIGHT
- Develop and implement strategies and processes useful in improving customer relationship, and satisfaction
- Ensure that customer experience is engaging, efficient, and effective
- Focus on designing improving customer experience and engagement
- Direct activities to implement best practices, establish metrics, collect and analyze customer data and feedback
- Partner with the quality, training and process team to achieve department business goals and drive process improvement
To apply, you must be an expert on the following requirements:
- Strong leadership and time, task, and resource management skills.
- Strong problem solving, critical thinking, coaching, interpersonal, and verbal and written communication skills.
- Proficiency with computers, especially Powerbi, MS Office, Excel, Powerpoint
- Ability to plan for and keep track of multiple projects and deadlines.
- Familiarity with budget planning and enforcement, human resources, and customer service procedures.
- Willingness to continue building skills through education opportunities
- Proven ability to meet deadlines and identify and deal with problems
- Excellent English (verbal and written) communication skills
- Able to maintain information and data confidentiality
- Experience in client escalations
- Experience in ISO Audits is an advantage
- Able to work well in a team setting
It will also be favorable if you are knowledgeable in:
- Preferably atleast 9 years work experience in the Facilities Management Industry or Hospitality / Tourism Industry
- Graduate of a Bachelor’s Degree in Business Administration or any related fields
- Proficient in Powerbi, and other MS Office applications (MS Word, Excel, Powerpoint)
- Experience in managing a team
This role has been closed
Applications are no longer being accepted for this position.