Customer Experience Team member

The role of Customer Experience (CX) team member is to deliver memorable instances to our clients agents potential occupiers guests and stakeholders by forming long lasting relationships. CX team member delivers personalized service at each interaction. CX team members will act as an ambassador for Bourn.

• Ensure the fundamentals of customer services are followed and delivery to the highest standards
• Deliver 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 estate.
• Ensure front of house areas are always immaculately presented 
• Support Colliers initiatives to elevate customer experiences (occupier & community engagement social media and social value)
• Follow Colliers Beyond: Front of House standard operating procedures and guidelines
• Ensure property visitor management processes are strictly followed
• Build professional relationships with clients guest and other key stakeholders (agents & potential occupiers)
• Deal with complaints and offer prompt resolutions escalate where necessary
• Adhere to Colliers H&S protocols
• Responding to telephone or email enquiries from internal or external clients in a professional manner ensuring appropriate follow up on any actions as required
• Data processing and management of databases ensuring accurate and timely import of information
• Firmly abide by Beyond: Front of House dress code and personal presentation policy
• Log any property faults/issues with the helpdesk and inform the Facilities Management team

Qualifications :

Expertise & Professional Development

• You understand the importance of building and sharing expertise with clients occupiers visitors and stakeholders.
• Good literacy and numeracy skills
• Experience in the hospitality sector (hotels sales events restaurant aviation concierge retail) sector is necessary
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• Commercial Awareness & Value Add
• You understand what the team/department does and how your role contributes to the success of the team
• You possess commercial awareness and latest customer experience market trends
• You continuously strive to seek opportunities to add value by enhancing customer experiences

• Innovative Thinking & Agility

• You understand the need for innovation and agility in the business environment and in your role
• You will demonstrate a sense of urgency
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• Communication & Managing Expectations
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• You understand the importance of effective communication both written and verbal skills
• You will strive to anticipate needs and exceed expectations
• You will communicate to provide required information as well as offer prompt resolutions

Additional Information :

Service Excellence

• You understand how the role you do contributes to the overall success of Beyond: Front of House service offering.
• You comply with all company legislative and regulatory requirements policies and procedures
• You will have a proactive approach and showcase a flexible mindset
• You will work well individually and as part of the team
• You will demonstrate a positive mindset towards the changing expectations and market trends
• Be flexible and open minded and positively adapt to any reasonable changes to your role (duties & responsibilities) proposed by your line manager and/or the Client

Remote Work :

No

Employment Type :

Full-time