About the position
We are looking for a Workplace Customer Experience Specialist who can develop, support and optimize the multi-channel Customer Experience operations within a small to medium size/complexity geographic area. In this role you will work with internal & external clients to effectively manage the customer life cycle which includes working cross-departmentally to ensure a seamless customer's experience in our office space.
This is a full-time office based role with flexible working hours depending on the events.
Key responsibilities will include:
- Lead a team of 8-10 pax who provide customer facing services within our offices.
- Ensure consistent delivery of our overall Customer Experience through a variety of cross-functional tasks.
- Organize, support and resolve the escalations related to services within scope, including onsite meetings and events.
- Collaborate with a variety of teams across workplace solutions, marketing, technology support and more.
- Ensure support for assigned events, completion, accounting distribution and final reconciliation.
- Update the knowledge base with supplier and sourcing trends, applying new approaches as appropriate.
- Help establish standard terms and conditions for customers and internal services providers and adjust processes or sourced arrangements.
- Provide support to communicate policy to our Accenture team and our internal service providers.
- Monitor and manage compliance with existing policy and recommend changes to align with changing business needs.
- Remain abreast new emerging technologies and systems to drive efficiencies to processes in particular from a technical stand point.
- Assist in optimizing the customer service offered by the different business areas such as: workplace, marketing and technology support. Report issues which may affect the Customer Experience when needed and follow up.
- Conduct ad hoc analysis of social conversation in response to issues, situations and other trends impacting Customer Experience while providing insight and recommendations on overall communications strategies to leadership.
- Review meaningful KPIs report to improve Customer Experience. Help implement action plans for improvement.
- Maintain and update all content in the multi-channel platforms under scope.
- Serve as the main point of contact internally and externally within the organization.
Ideally you will be:
- Service and customer oriented
- A leader who is able to foster a cooperative and collaborative work environment and work with the team to achieve goals
- Able to analyze, and problem-solve and independently resolve issues across tasks/projects
- Target-oriented and results-driven
- A creative thinker
- Good at time management
- Abel to handle multiple competing priorities proactively and adapt to a flexible, fast-paced environment
- High attention to detail
- Good interpersonal skills to include relationship and stakeholder management, influencing and negotiating. Is able to work well will all levels of management, staff, outside clients and vendors
- Excellent written and oral communication skills, with ability to clearly communicate ideas and results to all organizational levels
Qualifications
- Approx 8 years' experience in meeting and events or equivalent with experience in customer service delivery across several work areas.
- Strong business acumen with financial accounting skills.
- Able to develop and oversee operating budgets
- Resource management experience covering:
- Workload management
- Performance and career counselling
- Communications
- On-the-job training
- Conflict resolution - Program/project management skills
- Good knowledge of Microsoft office tools and SharePoint
