Make your next big career move by applying as KMC Solutions’ next CUSTOMER EXPERIENCE OFFICER!

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.

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

The main responsibilities of a CUSTOMER EXPERIENCE OFFICER 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 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

To apply, you must be an expert on the following requirements:

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)

It will also be favorable if you are knowledgeable in:

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

CUSTOMER EXPERIENCE OFFICER

CUSTOMER EXPERIENCE OFFICER

KMC Employee

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