The Customer Experience Officer is expected to perform tasks quickly and efficiently, with a high level of professionalism and positive attitude. It is expected that the Customer Experience Officerr is capable and able to manage Customer Success teams, and all admin-related day-to-day concerns and escalations in an area or cluster. 

• 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
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

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 SERVICE 

• 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 
• 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 

ASSET MANAGEMENT 

• Maintain 99% accurate asset inventory list 

SERVICE DESK 

• Follow ticket response format 100% 
• Ensure that 98% of admin tickets per week are attended within SLA 

HEALTHY AND SAFETY 

• Ensure that our procedures related to health and safety are practiced implemented 

• Preferably atleast 6 years work experience in the Hospitality / Customer Service or Facilities Management Industry 
• Graduate of a Bachelor’s Degree in Business Administration or any related fields 
• Proficient in Powerbi, MS Office applications and PowerBi (MS Word, Excel, Powerpoint) 

• Capable of creating, updating and implementing departmental procedures 
• Capable of facing high level clients, members and employees  
• Capable of representing the Customer Success Department in meetings and events 
• Capable of conducting internal audit 
• Capable of handling small to mid-scale projects 
• People management skills 
• Has delegation and motivational skills 
• Good decision-making skills 
• Outgoing, responsible, detail oriented and driven personality 
• Capable of multi-tasking and has good time management skills 
• Capable of working under minimal supervision 
• Excellent communication skills (written and verbal), has high attention to detail, fast learner 

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!