Client Visit Experience Analyst at Accenture

The Customer Services Co-ordinator works very closely with the Customer Experience Specialist to deliver a variety of customer services activities and expertise, on-site or across multiple small locations, and is responsible for coordinating the work of a small workgroup (usually 3-6 people.) The services delivered include a variety of customer services activities and expertise, on-site or across multiple locations. This would include but not limited to curating customer experiences, coordinating audio-visual support, catering services, document services, front of house services, floor support services and other location services. He/She may manage contracts and relationships with external vendors and/or commodities.

Key Responsibilities:

• Accountable for the implementation, delivery, and quality of a variety of Workplace Solutions customer services activities such as workspace set-up, A/V support, catering, document services, front of house services, floor operations support, space utilization management or other location services
• Oversee space reservation requests (to ensure optimal workspace occupancy)
• Oversee the setup, maintenance and support for workspace/meeting rooms including catering and audio/visual equipment.
• Oversee the provision of audio-visual support/troubleshooting prior to and during meetings and events as needed.
• Oversee the stocking, maintenance, and appearance of general use areas (e.g., cloakrooms, copy room, coffee/vending areas, stationery etc.)
• Oversee the provision of basic technical support for standard office equipment (e.g., copiers and printers) and coordinate service with other providers (e.g., IT or contractors)
• Oversee the provision of support activities related to on-site catering and coordinate service with other providers (e.g., Event Planner or contractors)
• Oversee the operations of timeous communication to the team to allow successful execution.
• Oversee front of house operations, consisting of greeting/directing employees and visitors, issuing visitor access cards, answering general inquiries, assisting in resolving issues/concerns or directing them to the appropriate resource
• Oversee customer retrieval, return and/or destruction of documents, according to archival guidelines. Coordinate with Records Management and other subject matter experts.
• Coordinate Location Services activities for a small workgroup (3-6 employees) ensuring timely, accurate completion of all tasks according to the current office operations delivery model and operating guidelines.
• Use judgment to anticipate customer service needs, resolves non-routine issues, and take action accordingly.
• Evaluate systems and policies, request change when necessary.
• Problem-solve by drawing on knowledge of other departments utilizing network of contacts.
• Provide advice, guidance, and act as a resource for questions from workgroup, customers, and leadership.
• Oversee administrative duties according to location guidelines.
• Prepare daily, weekly, and monthly reports and review key metrics Analysis with the office or workgroup.
• Conduct quality assurance checks to ensure service standards are being met.
• Review and improve service processes to optimize local service delivery.
• Responsible for the correct and timely processing of invoices for Workplace Solutions, including resolving billing issues with vendor and escalating issues as needed.
• Monitor budgets, report variances recommend corrective action and provide input into headcount and direct non-payroll plans.
• Oversee the day-to-day management of a Workplace commodity, including maintaining key relationships with suppliers and other industry professionals, influencing compliance of the overall commodity strategy, and maintaining commodity content on Accenture applications and other communications.
• May act as the point of contact for various Workplace Solutions tools/databases, related to basic technical support and end user training.
• May support the development of solutions (process, procedure, initiative) that improve approaches within area of responsibility.
• May be involved in actions related to programs or projects in the Customer Experience space.

Requirement 

• Service industry experience (5 years+)
• Ability to take initiative and successfully coordinate others’ activities.
• Ability to work well with all levels of management, staff, and external service providers.
• Strong customer service skills.
• Strong oral and written communication skills.
• Strong interpersonal, communication and problem-solving skills
• Knowledge and experience using various computer programmes-. PowerPoint and Excel (mandatory)
• Good project management skills