JOB OVERVIEW:
This role will serve as a customer service, brand ambassador and contact point for the Compass coworking centre. They will promote the vision and values of Compass as a space where businesses can thrive, collaborate and engage with like-minded businesses. He/she will provide high quality service to existing and potential clients who visit the centre or contact via other channels (e.g. phone, email). The individual will process requests in a timely, efficient and customer centric manner and drive retention / renewal of non-free zone customers. They will provide service throughout the customer lifecycle from new customer onboarding, welcoming them to the centre, in-life usage of the facility and services and support retention, cross-selling and up-selling of value-added services to clients.
CORE RESPONSIBILITIES:
- Promote the vision and value of compass to potential and existing clients.
- Promote and sell Compass and RAKEZ products and services clients (target driven)
- Build relationships with clients who visit the center to drive retention, increase visitation and sell broader services (e.g. meeting room bookings, events, value added services)
- Coordinate, support and manage the execution of networking events, seminars and assist in inviting subject matter experts/ speakers/ VIP's/ personalities across all disciplines to present and offer experience and business opportunities.
- Work with marketing to plan, develop and execute marketing campaigns
- Plan, create and publish social media campaigns on all social media platforms, including Facebook, LinkedIn, Twitter, and Instagram, to grow an audience, build brand awareness, and ultimately, boost sales.
- Conduct tours of Compass to existing and prospective clients, delegations, during events and to banks and partners who visit Compass but also to those who contact via phone and email.
- Provide customer service to visitors ensuring a high-quality experience for clients and members.
- Welcome, greet clients and assist clients in a professional manner and deliver services as per the set SLAs (Service Level Agreements).
- Identify opportunities for customer journey and service improvements.
- Provide the clients with information regarding the services provided by RAKEZ, connecting them with the right department.
- Act as first escalation point for customer complaints in order to resolve any issues cause by the system/portal/CRM, processes, procedures, requirements, etc.
- Understand, follow and adhere to the processes, policies and SLAs
- Manage relationships with internal and external stakeholders and partners to ensure high quality service delivery for our customers in line with targets and SLAs.
CANDIDATE PROFILE:
- Diploma or bachelor's degree in business administration or related field is preferred.
- 4-5 years of experience in client support field or similar fields, with proven track record of communicating with customers.
- Fluent in English and Arabic (preferable).
- Highly developed interpersonal and communication skills.
- Customer service skills – ability to handle diverse customers.
- Strong knowledge and understanding internal & external rules and regulations.
- Strong ability to establish and maintain strong relationships with internal & external customers.
- Strong negotiation skills.
- Ability to handle pressure, cope with changes and work concurrently on multiple tasks.
- Strong PC and Microsoft Windows skills (Word/Excel/Outlook/PowerPoint/MS Access/MS Project), Freshdesk, SF & SAP.
- Proactive mindset, developed sense of responsibility, tasks ownership.
- Strong interpersonal skills and capability to work well within a team environment and independently.
- Positive attitude, detail and customer oriented with good multitasking, reporting and organizational ability.
