Job Description

Job Title

Customer Experience Associate /Associe(e) Experience Client

Summary

The role of Customer Experience Associate is to provide a customer-centric experience for the site occupants within their assigned portfolio. The CXA will focus on providing appropriate customer experiences whilst having a deep understanding of the workplace and the services provided. The main purpose of this role is to deliver an exceptional site occupant and visitor experience in every interaction, whilst delivering a range of workplace services including concierge, reception, event management, mailroom services, office supplies and consumables and access pass management. . We focus on anticipating needs, listening to the resident and visitors, and making every interaction simple, effective, and quick.



This role is pivotal as it not only represents the face of our client but also Cushman & Wakefield. The role supports the account initiatives and helps to drive consistency in delivery across the portfolio.



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Le role de l'Associe a l'Experience Client est d'offrir une experience centree sur le client aux occupants du site dans le cadre de son portefeuille assigne. Le CXA se concentre sur la prestation d'experiences adaptees aux clients, tout en ayant une comprehension approfondie de l'environnement de travail et des services fournis.



L'objectif principal de ce role est de garantir une experience exceptionnelle pour les occupants et les visiteurs du site lors de chaque interaction, tout en assurant une gamme de services lies au lieu de travail, notamment la conciergerie, la reception, la gestion d'evenements, le service de courrier, la gestion des fournitures et consommables de bureau ainsi que la gestion des cartes d'acces. Nous nous engageons a anticiper les besoins, a ecouter les occupants et les visiteurs, et a rendre chaque interaction simple, efficace et rapide.



Ce role est essentiel car il represente non seulement l'image de notre client, mais aussi celle de Cushman & Wakefield. Il soutient les initiatives du compte et contribue a assurer une coherence dans la qualite de service a travers l'ensemble du portefeuille.

Responsibilities:

The Customer Experience Associate is cross-trained and operates across a wide variety of tasks and workplace services but is not limited to;

General Customer Service

Meet and greet visitors proactively, with a professional greeting and smile Guide visitors to the relevant waiting lounge or meeting room and inform host of the visitor's arrival Answer the phone with a professional corporate greeting within 3 rings Manage individual and group inboxes responding to email queries promptly Proactively develop and manage Client relationships in ensuring that excellent customer experience is achieved Comply with the client's requirements and actively review customer's feedback with the WPL to enhance the overall customer experience on site

Concierge Desk

Issue and collection of access passes for employees and visitors using the agreed registration system Maintain the front of house/reception area and adjacent services such as meeting rooms, waiting areas, entrances, collaboration space, kitchen, and lounge areas to a high standard of presentation Maintain and update relevant processes and guidelines to a central SharePoint location Maintain an up to date list of BHP employees including (name, email, telephone, locker number and floor location) Manage the requirement for inductions & photos for all new employees and store in central SharePoint Provide content for the workplace newsletter articles and provide information relating to the Concierge space to inform employees Ensure Concierge Desk coverage is in line with building operating hours agreed roster

Help & Support

Manage all requests regarding car park, floor locker, exercise locker and end of trip facilities promptly ensuring relevant systems are updated as required Log tenancy and workplace related issues promptly via the agreed process and system Direct visitors and provide solutions for their requirements as it relates to the workplace Ensure service deliverables are met as per agreed SLA & KPI Be responsive and problem solves on issues raised by the client, escalate the issues to WPL when additional follow-up is required To undertake floor inspections as per contractual requirements or as and when requested by WPL Understand BHP's business units and their community, be pro-active in resolving workplace queries Support with Regional activities as directed by the WPL Ensure compliance with Client's policies and procedures

Meetings & Events

Provide effective support and guidance to employees on the location and workplace guidelines for meeting rooms Assist employees to access information relating to the booking of an appropriate event space and associated catering and beverage services for events Assist with building tours and provide support with specialized room set-up/pack downs including the engagement of additional workplace support as required Assist employees to access guidelines and procedures relating to the use of meeting room technology (AV/Polycomm) and assist with presentation set ups including connecting laptops, video and audio conferences using your basic understanding of in room technology as required Helps with the coordination and reset of the spaces as required

Distribution

Collect, sort and deliver courier, newspaper, subscriptions, and mail items from / to designated area at scheduled times Coordinate the delivery of bulk deliveries such as marketing materials and ad-hoc stationery items by directing external delivery representatives to applicable storage areas Assist with the engagement of courier services as required Support with topping up and arrangement of supplies as and when directed by WPL

General Responsibilities

Articulate and live the Cushman & Wakefield culture, model organisational values and required behaviour and hold others (employees and peers) accountable for their actions by identifying and acting on behaviour which is inconsistent with agreed standards Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation Work safely and avoid placing yourself or anyone else's health and safety at risk by your acts or omissions Comply with Cushman & Wakefield's environmental policies and adhere to procedures and work instructions that are relevant to your activities Operate in a manner that will minimise any adverse environmental impacts associated with your activities Actively participate within a community of practice group within Global Occupier Services by sharing information and strategies that result in the best outcomes for the client and Cushman & Wakefield Understand the Cushman & Wakefield brand and expertise of services delivered to ensure all opportunities to provide a full-service offer to clients is available Regularly engage with the Cushman & Wakefield CRE team to leverage their knowledge Comply with Cushman & Wakefield delegations policy which can be found on the Knowledge Hub

Background and Experience

2 years or more experience in a similar role is preferred Experience in reception or front line information exchange Experience in community engagements or hospitality services is an advantage This is an entry level position however it is anticipated CXA's will have some experience in a customer-facing role

Qualifications & Technical Skills:

Minimum of completion of year 12 High School. Intermediate Microsoft Office Suite Sound computer knowledge Clear verbal and written communications Professional qualifications in Facilities and/or Hospitality will be a plus however this is an entry level position and training will be provided

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Responsabilites :

Le Customer Experience Associate (CXA) est polyvalent et intervient sur un large eventail de taches et de services lies au lieu de travail, mais sans s'y limiter :

Service client general

Accueillir et saluer les visiteurs de maniere proactive avec un accueil professionnel et un sourire Guider les visiteurs vers le salon ou la salle de reunion appropriee et informer l'hote de l'arrivee du visiteur Repondre au telephone avec une salutation professionnelle en moins de trois sonneries Gerer les boites mail individuelles et collectives et repondre rapidement aux demandes par e-mail Developper et entretenir activement les relations avec les clients afin d'assurer une excellente experience client Respecter les exigences du client et examiner activement les commentaires des clients avec le WPL pour ameliorer l'experience globale sur site

Conciergerie

Emettre et collecter les badges d'acces pour les employes et visiteurs selon le systeme d'enregistrement convenu Maintenir la zone d'accueil/reception et les espaces adjacents (salles de reunion, zones d'attente, entrees, espaces collaboratifs, cuisines et salons) dans un etat de presentation eleve Maintenir et mettre a jour les processus et directives pertinents dans un emplacement central SharePoint Maintenir une liste a jour des employes de BHP incluant nom, e-mail, telephone, numero de casier et etage Gerer les besoins en matiere d'integration et de photos pour tous les nouveaux employes et les stocker dans SharePoint Fournir du contenu pour les articles du bulletin d'information du lieu de travail et fournir des informations relatives a l'espace de conciergerie pour informer les employes Assurer la couverture du bureau de conciergerie conformement aux heures d'ouverture convenues

Assistance et support

Gerer toutes les demandes concernant le stationnement, les casiers, les installations de sport et autres, en veillant a ce que les systemes pertinents soient mis a jour Consigner rapidement les problemes lies aux locaux et au lieu de travail selon le processus et le systeme convenus Orienter les visiteurs et fournir des solutions a leurs besoins en matiere de lieu de travail Veiller a ce que les services soient fournis conformement aux SLA et KPI convenus Etre reactif et resoudre les problemes signales par le client, en escaladant au WPL si un suivi supplementaire est necessaire Effectuer des inspections des etages conformement aux exigences contractuelles ou a la demande du WPL Comprendre les unites commerciales de BHP et leur communaute, et etre proactif dans la resolution des questions liees au lieu de travail Soutenir les activites regionales selon les directives du WPL Garantir le respect des politiques et procedures du client

Reunions et evenements

Fournir un soutien efficace et des conseils aux employes sur les directives du lieu de travail pour les salles de reunion Aider les employes a acceder aux informations relatives a la reservation d'espaces pour evenements et aux services de restauration associes Assister a des visites du batiment et soutenir l'organisation et la remise en etat des espaces, y compris l'engagement d'un soutien supplementaire si necessaire Aider les employes a comprendre les directives et procedures pour l'utilisation des technologies des salles de reunion (AV/Polycom) et aider a la configuration des presentations Participer a la coordination et a la remise en etat des espaces si necessaire

Distribution

Collecter, trier et distribuer le courrier, les journaux, abonnements et colis selon les horaires prevus Coordonner la livraison de colis volumineux (materiel marketing, fournitures) en dirigeant les livreurs vers les zones de stockage appropriees Aider a l'engagement des services de messagerie si necessaire Participer au reapprovisionnement et a l'organisation des fournitures selon les directives du WPL

Responsabilites generales

Representer et incarner la culture de Cushman & Wakefield, en modelisant les valeurs organisationnelles et les comportements attendus Respecter tous les systemes de Cushman & Wakefield relatifs aux obligations de sante et securite Travailler en toute securite et eviter de mettre en danger soi-meme ou autrui Se conformer aux politiques environnementales de Cushman & Wakefield et aux procedures applicables Participer activement a des groupes de pratique au sein de Global Occupier Services en partageant des informations et strategies pour obtenir les meilleurs resultats Comprendre la marque et les services de Cushman & Wakefield pour maximiser les opportunites de service complet aux clients S'engager regulierement avec l'equipe CRE de Cushman & Wakefield pour tirer parti de leur expertise Respecter la politique de delegation de Cushman & Wakefield

Experience et profil requis

Minimum de 2 ans d'experience dans un role similaire est souhaitable Experience en accueil ou en echange d'informations en premiere ligne Experience en engagement communautaire ou en services d'hospitalite est un avantage Ce poste est de niveau debutant mais il est attendu que les CXA aient une certaine experience en contact avec la clientele

Qualifications et competences techniques

Minimum : diplome de fin d'etudes secondaires (annee 12) Maitrise intermediaire de la suite Microsoft Office Bonnes connaissances informatiques Excellentes competences en communication ecrite et orale Les qualifications professionnelles en gestion des installations et/ou en hotellerie sont un atout, mais une formation sera fournie pour ce poste debutant



Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to canadarecruitment@cushwake.com. Please refer to the job title and job location when you contact us.
Cushman & Wakefield s'engage a respecter l'equite en matiere d'emploi. Notre objectif est d'offrir un milieu de travail diversifie, inclusif et exempt d'obstacles. Si vous etes une personne handicapee et que vous avez besoin de recevoir l'offre d'emploi dans un autre format ou d'acceder a toute autre mesure d'adaptation au cours du processus d'embauche, veuillez soumettre votre demande par courriel a canadarecruitment@cushwake.com. Veuillez mentionner le titre de poste et le lieu de travail au moment de communiquer avec nous.
INCO: "Cushman & Wakefield"