Client Experience Specialist

Arcc is a real estate and hospitality group that transforms spaces and creates purposeful concepts driven by art, culture and lifestyle to enrich neighborhoods, cities and the way people live.

Beginning as a family business, we are at a pivotal moment in our company as we evolve and innovate our business for the next stage of growth ahead. While at the same time ensuring that all employees are grounded in a strong unifying culture and vision and adequately equipped to take on the opportunities in front of us.

OBJECTIVE OF THIS ROLE

The Client Experience Specialist is a vital customer facing role, on the ‘front lines’ who acts as an ambassador for the Centre Success & Operations Team.

As the “face” for Arcc Spaces, the role is responsible for all operations/client services for their centre(s) & tasked to build and maintain client relationships, ensuring client satisfaction and retention.

With a Focus on customers and our product offerings, they will be chiefly responsible for the execution and delivery for the range of products and services at their centre(s). 

DUTIES & RESPONSIBILITIES:

Values

1. Be an embodiment of the Arcc Spaces values (authentic, responsible, curious, collaborative).

2. A strong and consistent brand ambassador for Arcc Spaces through professional presentation of oneself (verbal and written communication, deportment, hospitable, positive attitude, smile)

Centre Operations

3. Executes and elevates all centre specific customer engagement activities to promote client satisfaction and foster retention -e.g. maintains good relationships with clients, executes related activities such as events, community networking, shares feedback to your leaders and supports implementing initiatives/change)

4. Acts as a client advocate in providing feedback from the community back to the team for follow up in the constant pursuit of improvement.

5. Champion centre specific customer engagement activities to promote client satisfaction and foster retention.

6. Takes charge of clients check ins and outs; handles administrative and invoicing matters; ensures smooth operations of their respective centres.

7. Assists in all centres related engagement activities (breakfasts, pantry preparation, afternoon delights, etc).

8. Supports and oversees vendor relationships alongside the Centre Success Manager and General Manager.

9. Partakes in any other duties as assigned

Commercial

10. Supports the Centre Success Manager/s in achieving outcomes of in-house commercial activities, such as achieving renewal targets, driving income (GSI, meeting rooms and events), maintaining operational budgets for allocated centre/s.

Product

11. Ensures desired operational standards and readiness by executing on expected objectives & strives for continuous improvement/innovation.

12. Enhances and delivers desired hospitality quality – e.g., know your clients, engage with clients consistently, provide input & feedback to your leader to improve the client’s experience. Utilize systems religiously (Freshdesk, Salesforce)

13. Commits to adhering to the hospitality or centre related trainings conducted by your manager and to motivate your colleagues to do the same. (e.g., adhere to the Arcc Service Standards, ensuring excellent verbiage(written/verbal), adopt a positive mindset, deportment, etc).

14. Enhances customer service quality – e.g., maintaining contact with customers, providing input & feedback to Centre Success Manager to improve the customer experience

15. Supports the Centre Manager by updating partnerships validity, sharing clients’ preferences, habits and sharing partnerships perks with clients.

 

ARCHETYPES OF THE SUCCESSFUL CANDIDATE

1. Completion of a minimum of diploma/degree education qualification and/or relevant professional experience of 1-2 years. Candidates from real estate, co-working or hospitality industries are encouraged to apply.

2. Sociable individual with excellent communication and prioritization skills

3. Attentive to details with a strong sense of passion and determination to excel

4. Able to work under pressure and tight schedule with minimal supervision

5. Highly driven Hospitality / Customer-Centric Attitude and outcomes focused

6. A strong sense of empathy - crucial in solving difficult customer situations and working in teams

7. Excellent prioritization and organizational skills to help the team focus its energy and balancing time spent on delivering customer experiences against that of reacting to customer service issues; more proactive planning and execution, with reduced firefighting

8. Outstanding written & verbal communication skills in English and the local language.

9. Demonstrated confidence and courage in achieving the company’s Mission, Vision and Values by connecting the purpose of one’s work to it.

10. More experienced candidates may be considered for Senior Client Experience Specialist.