Full Time Assistant Customer Experience Executive Jobs, in Raffles Quay Asset Management - Maukerja

At RQAM, we believe great workplaces are built by great teams. Guided by our PACE values, People Oriented, Accountability, Collaboration and Excellence, we foster a culture where people feel valued, supported and empowered to do their best work. If you are looking to grow your career in a dynamic and high-performing environment, we welcome you to explore opportunities with us.

The RQAM Concierge Service is an essential aspect of the service experience at our portfolio of Grade A premium commercial buildings. We take pride in being ambassadors of service excellence to our tenants and visitors to properties, by creating warm and sophisticated experiences at all touchpoints.

About the role

As an Assistant Customer Experience Executive, you will support the Chief Concierge/Customer Experience Manager to ensure the highest quality of service experience to our tenants and guests, while maintaining smooth operations.

As a representative of the in-house RQAM Concierge team, you are expected to be a role model and guide team members to adhere to SOPs, security protocols, and service standards to provide best in class service experiences everyday, consistently.

1. Operations and Service Excellence at the Counter and Lobbies

• Deliver best-in-class service experiences to tenants, visitors and shoppers as a role model. This includes adherence to grooming and service standards, security protocols, SOPs to ensure a welcoming and pleasant lobby experience.
• Actively leads the team in the building to have consistent lobby presence and the required grooming and counter etiquette.
• Enforces the required standards by the team on the floor, and provide guidance and coaching to the team members to drive the expected performance by the team.
• Plays the role of a floor manager at the counter, responsible in identifying operational gaps, service opportunities and any service situations that needs attention, and escalate to the respective stakeholders e.g. Building Manager/Executive, Building Officer, Vendors (Habitap, Florals), Customer Experience Manager.
• Actively reviews manpower deployment and shares suggestions on deployment with Customer Experience Executive/Chief Concierge/Customer Experience Manager based on operational requirements e.g. large tenant events, last minute manpower shortfall.
• Set up preparation work e.g. Excel / brief the team members for adhoc campaigns or promotions e.g. Marcom campaigns, recycling initiatives.
• Constantly review areas of improvement and make proposals to drive improvement e.g. service enhancement/delight initiatives, streamlining workflow and SOPs.
• Encourage and influence positive service mindset and team spirit to uplift service culture.
• Support Customer Experience Executive/Chief Concierge to ensure the accuracy and timely updates to the Building’s Standard Orders, Tenant List and Blacklist Records.
• Support Customer Experience Executive/Chief Concierge in maintaining the RQAM Customer Service mailbox to ensure reply within 1 working day in their absence.

1. Training

• Provide on-the-job training to new Concierge; and ongoing training to existing Concierge.
• Conduct minimum 1 training session per year on any topic (e.g Lift entrapment, Fire Drill, BTB Troubleshooting)

1. Administrative duties

• Support the timely adminstration of procurement/payment activities required.
• Support other administrative duties to ensure such as items required e.g. SMS, QR paper rolls, stationery, groceries and umbrellas are well stocked up for operations.
• Review closing/reconciliation reports from MBLM counter.
• Support Customer Experience Executive/Chief Concierge to collate monthly Feedback Register in their absence.

Requirement:

• Minimum 7 years of frontline concierge, hospitality, or service related experience, with experience leading and coaching team members.
• Experience in premium service establishments e.g. hotels, airlines, Grade A commercial buildings a plus.
• People person with strong background in frontline service, with a flair for building positive relationships.
• Immaculate grooming with excellent service etiquette and communication skills (verbal and written).
• Passion in creating delightful experiences for others.
• Strong interpersonal and problem solving abilities.
• Ability to work well under pressure in a fast paced environment.