OM Customer Service

Job Description & Summary

The purpose of the role is to provide the highest level of client care and service to all visitors and internal stakeholders. The role is defined by the PwC values.

The purpose of this role profile is to focus attention on the most important aspects of the role of the Senior Customer Service and is not intended to be a complete list of every duty.

It is therefore expected that the day-to-day performance of the job will include tasks not listed below.

Internal Process

• Responsible for procurement of office supplies
  

Customer Service Frontline

• Manage the FM provider and have a meeting on a monthly basis to get a monthly service report.
• To proactively identify areas/processes for improvement and manage to increase efficiency end to end to ensure an overall strong customer service experience
• Be able to address any customer queries and defuse sensitive situations calmly and effectively
• Develop good relationships with staff, partners and other service partners to ensure optimum service provision whilst providing an interface to all office management services
• Take responsibility for ensuring that the firm’s available workspaces are utilized to their full potential on the relevant floor
• Provide operational support to colleagues to ensure service levels are maintained during peak periods
• Liaise between client facing teams and digital teams in reference to visit and walk around at the Emtech Lab (If Applicable)
• Monitor the floors – internal meeting rooms
• Carry out regular checks of all areas including meeting rooms and lobby area to ensure all areas are clean & tidy
• Be fully conversant with the firm's space booking policy, play a crucial role in keeping internal meeting rooms and offices effectively utilized and work with Partners, EA Community Leaders and Staff to ensure it is adhered to. Areas of concern should be escalated to the Team leader.
• The job holder will be expected to work unsupervised and make some decisions without referral to a supervisor
• He/ She is expected to build strong relationships with key Line of Service and EA contacts on their floor
• The jobholder must be able to think and respond quickly to any given situation and therefore will be expected to demonstrate a high degree of common sense, customer service skills, flexibility and an understanding of the firm’s business needs
  

Learning and Growth

• Work towards providing high quality internal service and ensure that all administrative support requirements are being met Act as a key resource and liaison to other functional areas of the business
• Building cross-functional relationships as needed