Purpose of the role:
The Executive Centre is an innovative, multinational, flexible workspace provider, catering to businesses and individual members from the broadest spectrum, each with unique requirements.
As an Engagement Associate interacting with that member base, your role is to provide a level of customer service and face-to-face engagement unsurpassed in the hospitality industry. In every sense, you are the ‘face’ of The Executive Centre for all members, so you must maintain that proactive, professional, innovative, customer service-led persona at all times, to facilitate our individual member and overall community experience.
Job Duties:
Proactively anticipate and respond to all members’ and guests’ needs or queries
Constantly identify opportunities to connect our members, in-centre and otherwise, to further add value to their experience
Manage both office units and telephone systems set up and requests for all members
Manage all secretarial, administration, postage, courier or other arrangements for all members as requested. Ensure that all requests are met to the best of your professional knowledge
Conduct seamless check in & check out process for all members
Handle all telephone calls in a professional and efficient way, maintaining that professional, customer service-led persona
Work on resolving all basic IT issues as occur in the centres; identify and action when you need specific IT support
Develop and maintain third party vendor relationships, to further add value to the centre operations and our member’s experience
Continually look to create opportunities to up-sell and cross-sell to our members to help drive revenue
Provide valuable holistic support to all local Operations to maximize profitability, efficiency and productivity
KPIs:
Client Engagement – deliver quality service and proactively seek to understand clients’ needs
Effective Communication – Active listening skills. Ensure feedback is clear and understood and actionable
Collaboration – Display cooperative attitude. Support team member and share knowledge in the team
Service Revenues – Maximizing service revenue
Efficiency & Effectiveness - Demonstrate high efficiency and proactiveness and is able multi-task
Grooming - Maintain professional appearance consistently according to the company's standard and guidelines.
Centre Maintenance – Maintain the look, feel and efficiency of all centres to the standards expected by TEC and our Members
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