Responsibilities
Customer Experience
- Facilitate key actions involving tenants, e.g. meetings with tenants’ C-suites and/or representatives regarding experiences during their tenure at our buildings
- Execute agreed standards of customer service, e.g. onboarding, prospecting and service feedback processes
- Monitor and respond to feedback and customer queries in a timely manner
- Manage service recovery when tenants have been inconvenienced, e.g. lift breakdown
- Be familiar with the community of the building
- Provide lobby presence during peak hours to greet and assist tenants and visitors
- Update information about buildings as well as nearby amenities for introduction (refer to onboarding process) and to help first time visitors
- Lead visits to property and shared spaces within the building
- Introduce buildings (immediate) as well as CapitaLand's differentiated and shared spaces (near future)
- Remain well-groomed as the "face" of the building
- Any other related duties
- You will be part of a team to perform engagements, communication and contributing to a vibrant community and eventually, ensure tenant retention within the CapitaLand office portfolio
- Facilitate and participate in activities to inspire and build community
- Build relationships with tenants, prospects and industry professionals to facilitate programming efforts
Requirements
- Minimum Diploma in any discipline with at least 5 years working experience relating to customer service/concierge
- Prior working experience in airlines or hospitality industry preferred
- Excellent interpersonal skills with high level of empathy for others
- Able to articulate and communicate clearly both verbally and written
- Event management and project coordination skills preferred
- Confident, cheerful and energetic disposition while maintaining professionalism
- Able to multi-task with a strong sense of responsibility to see through all tasks