Customer Experience Associate /Associé(e) Expérience Client

Job Title

Customer Experience Associate /Associ(e) Exprience Client

Job Description 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.

----
Le rle de lAssoci lExprience Client est doffrir une exprience centre sur le client aux occupants du site dans le cadre de son portefeuille assign. Le CXA se concentre sur la prestation dexpriences adaptes aux clients tout en ayant une comprhension approfondie de lenvironnement de travail et des services fournis.

Lobjectif principal de ce rle est de garantir une exprience exceptionnelle pour les occupants et les visiteurs du site lors de chaque interaction tout en assurant une gamme de services lis au lieu de travail notamment la conciergerie la rception la gestion dvnements le service de courrier la gestion des fournitures et consommables de bureau ainsi que la gestion des cartes daccs. Nous nous engageons anticiper les besoins couter les occupants et les visiteurs et rendre chaque interaction simple efficace et rapide.

Ce rle est essentiel car il reprsente non seulement limage de notre client mais aussi celle de Cushman & Wakefield. Il soutient les initiatives du compte et contribue assurer une cohrence dans la qualit de service travers lensemble du portefeuille.

Job Description

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 visitors 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 clients requirements and actively review customers 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 BHPs business units and their community be pro-active in resolving workplace queries
• Support with Regional activities as directed by the WPL
• Ensure compliance with Clients 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 elses health and safety at risk by your acts or omissions
• Comply with Cushman & Wakefields 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 CXAs 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

----

Responsabilits :

Le Customer Experience Associate (CXA) est polyvalent et intervient sur un large ventail de tches et de services lis au lieu de travail mais sans sy limiter :

Service client gnral

• Accueillir et saluer les visiteurs de manire proactive avec un accueil professionnel et un sourire

• Guider les visiteurs vers le salon ou la salle de runion approprie et informer lhte de larrive du visiteur

• Rpondre au tlphone avec une salutation professionnelle en moins de trois sonneries

• Grer les botes mail individuelles et collectives et rpondre rapidement aux demandes par e-mail

• Dvelopper et entretenir activement les relations avec les clients afin dassurer une excellente exprience client

• Respecter les exigences du client et examiner activement les commentaires des clients avec le WPL pour amliorer lexprience globale sur site

Conciergerie

• mettre et collecter les badges daccs pour les employs et visiteurs selon le systme denregistrement convenu

• Maintenir la zone daccueil/rception et les espaces adjacents (salles de runion zones dattente entres espaces collaboratifs cuisines et salons) dans un tat de prsentation lev

• Maintenir et mettre jour les processus et directives pertinents dans un emplacement central SharePoint

• Maintenir une liste jour des employs de BHP incluant nom e-mail tlphone numro de casier et tage

• Grer les besoins en matire dintgration et de photos pour tous les nouveaux employs et les stocker dans SharePoint

• Fournir du contenu pour les articles du bulletin dinformation du lieu de travail et fournir des informations relatives lespace de conciergerie pour informer les employs

• Assurer la couverture du bureau de conciergerie conformment aux heures douverture convenues

Assistance et support

• Grer toutes les demandes concernant le stationnement les casiers les installations de sport et autres en veillant ce que les systmes pertinents soient mis jour

• Consigner rapidement les problmes lis aux locaux et au lieu de travail selon le processus et le systme convenus

• Orienter les visiteurs et fournir des solutions leurs besoins en matire de lieu de travail

• Veiller ce que les services soient fournis conformment aux SLA et KPI convenus

• tre ractif et rsoudre les problmes signals par le client en escaladant au WPL si un suivi supplmentaire est ncessaire

• Effectuer des inspections des tages conformment aux exigences contractuelles ou la demande du WPL

• Comprendre les units commerciales de BHP et leur communaut et tre proactif dans la rsolution des questions lies au lieu de travail

• Soutenir les activits rgionales selon les directives du WPL

• Garantir le respect des politiques et procdures du client

Runions et vnements

• Fournir un soutien efficace et des conseils aux employs sur les directives du lieu de travail pour les salles de runion

• Aider les employs accder aux informations relatives la rservation despaces pour vnements et aux services de restauration associs

• Assister des visites du btiment et soutenir lorganisation et la remise en tat des espaces y compris lengagement dun soutien supplmentaire si ncessaire

• Aider les employs comprendre les directives et procdures pour lutilisation des technologies des salles de runion (AV/Polycom) et aider la configuration des prsentations

• Participer la coordination et la remise en tat des espaces si ncessaire

Distribution

• Collecter trier et distribuer le courrier les journaux abonnements et colis selon les horaires prvus

• Coordonner la livraison de colis volumineux (matriel marketing fournitures) en dirigeant les livreurs vers les zones de stockage appropries

• Aider lengagement des services de messagerie si ncessaire

• Participer au rapprovisionnement et lorganisation des fournitures selon les directives du WPL

Responsabilits gnrales

• Reprsenter et incarner la culture de Cushman & Wakefield en modlisant les valeurs organisationnelles et les comportements attendus

• Respecter tous les systmes de Cushman & Wakefield relatifs aux obligations de sant et scurit

• Travailler en toute scurit et viter de mettre en danger soi-mme ou autrui

• Se conformer aux politiques environnementales de Cushman & Wakefield et aux procdures applicables

• Participer activement des groupes de pratique au sein de Global Occupier Services en partageant des informations et stratgies pour obtenir les meilleurs rsultats

• Comprendre la marque et les services de Cushman & Wakefield pour maximiser les opportunits de service complet aux clients

• Sengager rgulirement avec lquipe CRE de Cushman & Wakefield pour tirer parti de leur expertise

• Respecter la politique de dlgation de Cushman & Wakefield

Exprience et profil requis

• Minimum de 2 ans dexprience dans un rle similaire est souhaitable

• Exprience en accueil ou en change dinformations en premire ligne

• Exprience en engagement communautaire ou en services dhospitalit est un avantage

• Ce poste est de niveau dbutant mais il est attendu que les CXA aient une certaine exprience en contact avec la clientle

Qualifications et comptences techniques

• Minimum : diplme de fin dtudes secondaires (anne 12)

• Matrise intermdiaire de la suite Microsoft Office

• Bonnes connaissances informatiques

• Excellentes comptences en communication crite et orale

• Les qualifications professionnelles en gestion des installations et/ou en htellerie sont un atout mais une formation sera fournie pour ce poste dbutant

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 Please refer to the job title and job location when you contact us.

Cushman & Wakefield sengage respecter lquit en matire demploi. Notre objectif est doffrir un milieu de travail diversifi inclusif et exempt dobstacles. Si vous tes une personne handicape et que vous avez besoin de recevoir loffre demploi dans un autre format ou daccder toute autre mesure dadaptation au cours du processus dembauche veuillez soumettre votre demande par courriel Veuillez mentionner le titre de poste et le lieu de travail au moment de communiquer avec nous.

INCO: Cushman & Wakefield