Customer Interaction Management Specialist

Job Description

Title: Customer Interaction Management Specialist

Company Name: Appraisal Property Management Sdn Bhd

Vacancy: 1

Job Location: Kuala Lumpur

Career Level: Junior Executive

Years Of Experience: 2 years

Qualification: Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree

Employment Status: Full-Time

Key Responsibilities

Guest Experience & Engagement:

  • Welcome all guests that approach or walk-by the front desk – personalized greetings whenever possible.
  • Manage the guest & VIP registration process seamlessly.
  • Lead guest engagement as the main point of contact at the front desk.
  • Respond to all guests’ requests for assistance & information with respect, sensitivity & transparency.
  • Acknowledge all guests’ concerns, comments & complaints with discretion & the utmost urgency.
  • Promptly respond to telephone calls in a friendly & professional manner.
  • Complete all duties during the shift & ensure a concise hand over is conducted.
  • Monitor cleanliness and image of common areas to ensure clear of rubbish and always neat and tidy
  • To guide and provide information to guests about nearby places of interest ( Eg : MRT, eateries, other tenant companies )

Proactive Workplace Management:

  • Proactive resets of front desk and foyer to ensure highest levels of presentation.
  • Work closely with internal teams and other building tenants to ensure a consistent level of service is delivered across the building

 Workplace Etiquette:

  • Ensure the building and relevant equipment / technology is in perfect working order. Ensure grooming is at the highest level possible as you represent the face of the building

Additional Duties and Responsibilities

  • Ensure that the highest level of customer satisfaction & service is offered & maintained at all times; a level comparable to a Premier Lounge or High-End Hotel.
  • Maintain positive relations with all guests & telephone enquiries – keeping emotions in check & avoiding workplace gossip.
  • Follow company procedures with respect to grooming, performance & conduct standards as detailed in the employee handbook & Customer Experience Trainings.
  • Trustworthy source of information, support and advice.
  • Ensure the building and relevant equipment / technology is in perfect working order
  • Any other reasonable request within your range of competence as required by the Guest Services Manager and management.
  • Help support & coordinate Workplace initiatives; including any communications campaigns associated
  • Identify areas of improvement in delivery of the services and processes, work closely with the counterparts to ensure a consistent level of service delivery across the company and implement change as required.

Skills

  • Must be fluent in English and the local language.
  • Demonstrated ability to deal with ambiguity, complaint and solve complex problems timely and effectively
  • Strong interpersonal and communication skills to engage with all levels of seniority.
  • Excellent PC skills, proficient in Microsoft Word and Excel.
  • Interest in continuous improvement and development.
  • Excellent organizational skills required.
  • Demonstrated integrity, dependability, responsibility, accountability, self- awareness, work ethic, and empathy.

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