Job Description

Job Title Sr. Customer Service Associate Summary The Senior Customer Experience Associate (Senior CXA) reports to the Site Operations Lead or Senior Site Operations Lead.
The role of Senior CXA is to lead the CXA team or to directly provide a customer-centric experience for the site occupants within their assigned portfolio. This will focus on supervising and leading the CXA team to provide 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.Responsibilities-The Senior Customer Experience Associate is cross-trained and operates across a wide variety of tasks and site services but is not limited to; Supervision & People Leadership\xef\x82\xb7 Supervise a team of CXA\xe2\x80\x99s to deliver to the agreed standard and aligned with the documented processes for that site\xef\x82\xb7 Manage the team\xe2\x80\x99s workload to ensure that all required services under the Scope of Services are delivered, including but not limited to the following services.\xef\x82\xb7 Ensure rosters are maintained that enables all daily, weekly, monthly and annual deliverables are covered\xef\x82\xb7 Ensure each CXA understands the activities they are required to deliver each day according to the roster and key role they are performing\xef\x82\xb7 Identify gaps in service and assist your manager to identify solutions\xef\x82\xb7 Cover any unplanned leave within the team or according to the prepared business continuity plan\xef\x82\xb7 Assist with training and upskilling of your team\xef\x82\xb7 Assist your manager to coach and manager individuals and team performance General Customer Service\xef\x82\xb7 Meet and greet visitors proactively, with a professional greeting and smile\xef\x82\xb7 Guide visitors to the relevant waiting lounge or meeting room and inform host of the visitor\xe2\x80\x99s arrival\xef\x82\xb7 Answer the phone with a professional corporate greeting within 3 rings\xef\x82\xb7 Manage individual and group inboxes responding to email queries promptly\xef\x82\xb7 Proactively develop and manage Client relationships in ensuring that excellent customer experience is achieved\xef\x82\xb7 Comply with the client\xe2\x80\x99s requirements and actively review customer\xe2\x80\x99s feedback with the WPL to enhance the overall customer experience on site Concierge/Reception Desk\xef\x82\xb7 Issue and collection of access passes for employees and visitors using the agreed registration system\xef\x82\xb7 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\xef\x82\xb7 Maintain and update relevant processes and guidelines to a central SharePoint location\xef\x82\xb7 Maintain an up to date list of BHP employees including (name, email, telephone, locker number and floor location)\xef\x82\xb7 Manage the requirement for inductions & photos for all new employees and store in central SharePoint\xef\x82\xb7 Provide content for the workplace newsletter articles and provide information relating to the Concierge space to inform employees\xef\x82\xb7 Ensure Concierge Desk coverage is in line with building operating hours agreed rosterHelp & Support -\xef\x82\xb7 Manage all requests regarding car park, floor locker, exercise locker and end of trip facilities promptly ensuring relevant systems are updated as required\xef\x82\xb7 Log tenancy and workplace related issues promptly via the agreed process and system\xef\x82\xb7 Direct visitors and provide solutions for their requirements as it relates to the workplace\xef\x82\xb7 Ensure service deliverables are met as per agreed SLA & KPI\xef\x82\xb7 Be responsive and problem solves on issues raised by the client, escalate the issues to WPL when additional follow-up is required\xef\x82\xb7 To undertake floor inspections as per contractual requirements or as and when requested by WPL\xef\x82\xb7 Understand BHP\xe2\x80\x99s business units and their community, be pro-active in resolving workplace queries\xef\x82\xb7 Support with Regional activities as directed by the WPL\xef\x82\xb7 Ensure compliance with Client\xe2\x80\x99s policies and proceduresMeetings & Events -\xef\x82\xb7 Provide effective support and guidance to employees on the location and workplace guidelines for meeting rooms\xef\x82\xb7 Assist employees to access information relating to the booking of an appropriate event space and associated catering and beverage services for events\xef\x82\xb7 Assist with building tours and provide support with specialized room set-up/pack downs including the engagement of additional workplace support as required\xef\x82\xb7 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\xef\x82\xb7 Helps with the coordination and reset of the spaces as requiredDistribution\xef\x82\xb7 Collect, sort and deliver courier, newspaper, subscriptions, and mail items from / to designated area at scheduled times\xef\x82\xb7 Coordinate the delivery of bulk deliveries such as marketing materials and ad-hoc stationery items by directing external delivery representatives to applicable storage areas\xef\x82\xb7 Assist with the engagement of courier services as required\xef\x82\xb7 Support with topping up and arrangement of supplies as and when directed by WPGeneral 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\xef\x82\xb7 Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation\xef\x82\xb7 Work safely and avoid placing yourself or anyone else\xe2\x80\x99s health and safety at risk by your acts or omissions\xef\x82\xb7 Comply with Cushman & Wakefield\xe2\x80\x99s environmental policies and adhere to procedures and work instructions that are relevant to your activities\xef\x82\xb7 Operate in a manner that will minimise any adverse environmental impacts associated with your activities\xef\x82\xb7 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\xef\x82\xb7 Understand the Cushman & Wakefield brand and expertise of services delivered to ensure all opportunities to provide a full-service offer to clients is available\xef\x82\xb7 Regularly engage with the Cushman & Wakefield CRE team to leverage their knowledge\xef\x82\xb7 Comply with Cushman & Wakefield delegations policy which can be found on the Knowledge HubBackground and Experience\xef\x82\xb7 1-2 years or more experience in a similar Team Leader or Supervisory customer service role is required\xef\x82\xb7 2-3 years\xe2\x80\x99 experience or more in a Customer facing service or hospitality role, CXA role or similar.\xef\x82\xb7 2-3 years\xe2\x80\x99 experience in reception or front line information exchange\xef\x82\xb7 Experience in community engagements or hospitality services is an advantage\xef\x82\xb7 It is anticipated this role has some team leadership, rostering, supervisory experience and the ability to identify risks and manage lower-level stakeholder relationships.. This may be a step-up opportunity for a Senior CXA in charge of a small team of CXA\xe2\x80\x99s however for a site where the Senior CXA is the only CXA onsite, experience as a front-line customer service or hospitality team member is essential.Qualifications & Technical Skills\xef\x82\xb7 Tertiary qualifications in a related field preferred\xef\x82\xb7 Intermediate Microsoft Office Suite\xef\x82\xb7 Sound computer knowledge\xef\x82\xb7 Clear verbal and written communications\xef\x82\xb7 Professional qualifications in Facilities and/or Hospitality will be a plus however this is an entry level position and training will be providedCushman & 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\xe2\x80\x99engage \xc3\xa0 respecter l\xe2\x80\x99\xc3\xa9quit\xc3\xa9 en mati\xc3\xa8re d\xe2\x80\x99emploi. Notre objectif est d\xe2\x80\x99offrir un milieu de travail diversifi\xc3\xa9, inclusif et exempt d\xe2\x80\x99obstacles. Si vous \xc3\xaates une personne handicap\xc3\xa9e et que vous avez besoin de recevoir l\xe2\x80\x99offre d\xe2\x80\x99emploi dans un autre format ou d\xe2\x80\x99acc\xc3\xa9der \xc3\xa0 toute autre mesure d\xe2\x80\x99adaptation au cours du processus d\xe2\x80\x99embauche, veuillez soumettre votre demande par courriel \xc3\xa0 canadarecruitment@cushwake.com. Veuillez mentionner le titre de poste et le lieu de travail au moment de communiquer avec nous.

Cushman & Wakefield