Dear Mods,
Please help to post the ad. Thank you.
Cheers,
Intan
******
| Role | Client Service Associate | Role Family | Service Operations | |
| Reports to | | Internal interfaces | External interfaces | |
| Assistant Manager / Centre-in-Charge | Accounts Business Development IT | Customers Service Suppliers | ||
| Purpose of the role | ||||
| As a Client Service Associate in the local Operations team, the role is to provide a level of quality customer service unsurpassed in the hospitality industry. Through the establishment and maintenance of excellent client relations, you will act as the 'face' of The Executive Centre for all of our in-house and external clients. You will have strong customer service instincts, an eye for detail and a tendency to always go the extra mile for our clients. | ||||
| Accountabilities/ Job Description | ||||
| Daily Operations: - Maintains a high level of alertness and professionalism at the front counter by anticipating and responding to guests and potential clients' needs or queries - Handles all telephone calls in a professional and efficient manner which includes exuding a cheerful and clear tone - Responsible for managing the office unit & PABX system setup and requests for all clients - Organizes postage and document courier services, handle mail, incoming & outgoing deliveries - Coordinates conference room bookings, refreshments for meetings and other special arrangements - Handles all secretarial and administrative duties for clients, as requested - Performs check in & check out process for all clients - Conduct up-selling and cross-selling to maximize revenue Service Standards: - Ensures that clients' requests and demands are met to the best of your professional ability. This includes the handling of all inquiries, complaints and feedback - Establishes and offers input on improvement to service standards, in liaison with the Centre-in-charge - Ensures that the Centre's service standards are maintained at all times Internal: - Develop rapport and professional business relationships with fellow colleagues and stakeholders - Support local Operations to maximize profitability, efficiency and productivity | ||||
| Key Performance Indicators/Job Requirements | ||||
| KPIs: - Meet and greet clients in professional and friendly manner - Answer all incoming phone calls in a timely and professional manner (within 3 rings) - Ensure to put client requests as a priority and that all clients are both satisfied and we have exceeded their expectations - Ensure all centre service standards are maintained at a premium level - Proactively up-sell TEC services for more SIR, maximising revenues and company profitability Job Requirements: - A minimum of two years customer service and administrative experience gained either in a Hotel Front Desk/Club Floor environment - Customer-oriented with excellent interpersonal and communications skills, with an open mind to changes - Good team player with a positive attitude and ability to work under pressure, juggling a variety of tasks - Fluency in English and another mainstream local language, depending on location - Good telephone manner and ability to perform secretarial tasks under deadlines - Able to handle correspondences and inquiries - Knowledge of Microsoft Word, Excel, & PowerPoint - Able to work overtime occasionally | ||||
| Competencies |
| Accuracy |
| Analytical |
| Customer focused |
| Flexibility & adaptability |
| Interpersonal skills |
| Listening skills |
| TEC product awareness |
| Planning & organisation |
| Process improvement |
| Communications |
| Teambuilding |
| Time management |
| Working under pressure |
| Remuneration Package |
| · Monthly salary · Monthly service income revenue · Yearly service income revenue · THR · Jamsostek · Insurance (inpatient & outpatient) · 15 days of annual leave · 1 day of birthday leave |
| Submit your CV |
| · put the position code in your email (code: CSA) · mention your expected salary |
| Visit our company website |
| The Executive Centre Level 11, One Pacific Place Sudirman Central Business District Jl. Jend. Sudirman Kav. 52-53 Jakarta 12190, Indonesia |
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