Customer Experience Team Leader

• Basics done better Ensure the fundamentals of customer services are followed and delivery to the highest standards
• Deliver a warm welcome and a fond farewell to clients occupiers visitors
• Ensure front of house areas are always immaculately presented 
• Follow Colliers Beyond: Front of House standard operating procedures and guidelines
• Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery
• Adhere to Colliers H&S protocols
• Responding to telephone or email enquiries from internal or external clients in a professional and ensuring appropriate follow up on any actions as required
• Ensure property visitor management processes are strictly followed
• Deal with complaints and offer prompt resolutions escalate where necessary
• Data processing and management of databases ensuring accurate and timely import of information
• Identify opportunities to enhance the customer experiences by being innovative and creative
• Support Colliers initiatives to elevate customer experiences (occupier & community engagement social media and social value)
• Ensure temporary team members are trained as per Colliers Internationals standards and maintain training records
• Firmly abide by Beyond: Front of House dress code and personal presentation policy
• Log any property faults/issues with the helpdesk and inform the Facilities Management team
• Build professional relationships with clients occupiers guests and stakeholders 
• Carry out Quality Assurance Checks/walk arounds (inside and outside the building) to ensure the property always presents itself in pristine condition and report any faults/items for repair to the Customer Experience Manager
• Proactively offer concierge services such as drycleaning pick up & drop off restaurant reservation transport arrangements etc
• Practice lobby hosting on a daily basis as specified by the property management leadership team
• Ensure the lobby guest lounge is tidy and well presented at all times

Expertise & Professional Development

• You understand the importance of building and sharing expertise with clients occupiers visitors and stakeholders.
• Strong academic background with good Literacy and Numeracy skills
• Intermediate knowledge of MS Outlook Word Excel and PowerPoint

Commercial Awareness & Value Add

• You understand what the team/department does and how your role contributes to the success of the team
• You possess commercial awareness and latest customer experience market trends
• You continuously strive to seek opportunities to add value by enhancing customer experiences

Innovative Thinking & Agility

• You understand the need for innovation and agility in the business environment and in your role
• You will demonstrate a sense of urgency

Communication & Managing Expectations

• You understand the importance of effective communication both written and verbal skills
• You will strive to anticipate needs and exceed expectations
• You will communicate to provide required information as well as offer prompt resolutions

Qualifications :

Service Excellence

• You understand the key components of service excellence and provide a smoothrunning seamless service
• You continuously demonstrate delivery of exceptional customer experiences to all individuals and organizations you interact with

High Quality Work

• You understand the importance of delivering high quality work
• You deliver high levels of accuracy of information data and attention to detail
• You demonstrate excellent organizational and time management skills

Productivity & Efficiency

• You understand the importance of being productive and delivering the objectives
• Intermediate knowledge of MS Outlook Word Excel and PowerPoint
• Possess excellent oral and written communication skills

Collaboration

• You understand why collaboration is important at Colliers and actively seek opportunities to work with others

Remote Work :

No

Employment Type :

Fulltime