Experience Specialist Johannesburg at CBRE Excellerate

Main Purpose:

• This position is responsible for supporting and coordinating activities related to delivery of workplace experience services for clients.
• The Client Experience Specialist is an integral part of the team and will interface with stakeholders across the site to ensure timely and effective service delivery.
• The role will respond to a wide variety of on-site requests, providing proactive, knowledgeable, engaged service, while creatively exceeding expectations.
• Other duties will include obtaining client sign-off on work orders.

Decision Making Authority:

• To execute all Key Performance Areas as stated below, and in line with the Company approval framework and client policies and procedures.

Duties and responsibilities:

• Carry out client visits, engage clients and obtain client feedback.
• Collaborate and liaise with various internal teams to ensure service delivery and optimise customer service.
• Monitor work orders and ensure a reduction in calls going out of SLA and being placed on hold.
• Identify client needs.
• Undertake general team administration duties for the Facilities Management operations, as directed.
• Assist clients, visitors and staff with on-the-ground queries, including directions and queries.
• Track and monitors visitor and customer experiences across touchpoints.
• Analyse and report on client surveys and feedback and implement corrective measures.

Experience / Education:

Required:

• Grade 12.
• A minimum of 1 – 2 years related experience (e.g. front desk, concierge, hospitality, or customer services roles) A Qualification in Hospitality / Marketing will be an advantage.