Jobs in London - Customer Experience Team Member • London

Company: Colliers International EMEA

London

Job DescriptionBasics done Better - Ensure the fundamentals of customer services are followed and delivery to the highest standardsDeliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the asset.Ensure front of house areas are always immaculately presented Manage the coordination of guests, clients, service partners and internal staffManage meeting room bookings for internal and external stakeholders (if applicable)Actively participate and execute all Beyond: Front of House initiatives to enhance CX deliveryIdentify opportunities to enhance the customer experiences by being innovative and creativeSupport Colliers initiatives to elevate customer experiences (occupier & community engagement, social media and social value)Follow Colliers Beyond: Front of House standard operating procedures and guidelinesEnsure property visitor management processes are strictly followedBuild professional relationships with clients, occupiers, guests and stakeholders Deal with complaints and offer prompt resolutions, escalate where necessaryAdhere to Colliers H&S protocolsResponding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as requiredData processing and management of databases, ensuring accurate and timely import of informationEnsure temporary team members are trained as per Beyond: Front of House standards and maintain training recordsFirmly abide by Beyond: Front of House dress code and personal presentation policyLog any property faults/issues with the helpdesk and inform the Facilities Management teamProactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etcKey and fob access management in accordance with the site’s access procedure.Expertise & Professional DevelopmentYou understand the importance of building and sharing expertise with clients, occupiers, visitors and stakeholders.Good literacy and numeracy skillsIntermediate knowledge of MS Outlook, Word, Excel and PowerPointExperience in the hospitality sector (hotels, restaurant, aviation, concierge retail) sector is necessaryCommercial Awareness & Value AddYou understand what the team/department does and how your role contributes to the success of the teamYou possess commercial awareness and latest customer experience market trendsYou continuously strive to seek opportunities to add value by enhancing customer experiencesInnovative Thinking & Agility You understand the need for innovation and agility in the business environment and in your roleYou will demonstrate a sense of urgencyCommunication & Managing ExpectationsYou understand the importance of effective communication, both written and verbal skillsYou will strive to anticipate needs and exceed expectationsYou will communicate to provide required information as well as offer prompt resolutions