Job Details

Job title: Customer Service Representitive

Reporting to: Conference Manager

Essential Job Functions

The CSR’s are responsible for the delivery of a first class, five star service to internal and external clients.

CSR’s will be expected to demonstrate a high degree of enthusiasm, commitment to team goals, and a ‘can do’ attitude.

Punctuality and personal presentation are key attributes.

CSR’s are expected to work in line with the recognised procedures, and assist in the establishment and implementation of new procedures as the business evolves.

Key Tasks

To achieve and maintain agreed quality standards for the business environment. This will require a keen eye for detail, and the ability to take ownership to avoid any shortfall in delivery

To deliver the service to customers in the following areas:

IoD Reception Functions

- Meeting and Greeting Conference clients in a Friendly and Efficient Manner, You will act as a key contact to conference clients

- Providing Clients with admistration and Business Support

- Ensuring that all clients needs and Requirements are actioned

- Co-operates closely with colleagues to ensure prompt service is given

- Establish good report with guests to maximise satisfaction for business

- To work in accordance with the Meeting and Events standards in place

- Actioning all last minute changes/requests, ensuring that all effected departments are notified

- Accepting joint responsibility for the security of the department

- To project a customer focussed and proactive image at all times

- To proactively sell the Business services to building clients and conference clients at every opportunity.

- Assisting the Conference Manager with orders and coordination of events as required

- Ensuring the smooth running of each function – you will be a professional with previous similar experience, outstanding communication and organisational skills with emphasis on strong customer service delivery

- The CSR will be expected to carry out normal duties on the Floor. E.g. service of refreshments to meeting rooms, keeping Atrium clean, etc

Required skills and experience

- Customer service experience

- Ideally 1yr previous experience within similar environment

- Previous working knowledge of IBCS preferred (not essential – training will be given)

- Excellent time management and prioritisation skills

- Knowledge of how to operate technical equipment (not essential – training will be given)

- Excellent communications skills, both written and verbal and confidence to communicate at all levels

- Flexible to work shifts (presently are 8-4 or 11-7)

Competencies

- Proactive - Ability to anticipate client requirements

- Initiative - Takes action, initiates customer service

- Energy - Maintains high productivity / activity level

- Customer service orientation – Takes steps to ensure customer satisfaction, responds to enquiries in a timely manner. Good telephone manner, professionally presented.

- Team collaboration – Supports team goals, cooperates and demonstrates positive attitude towards others.

- Planning / Organising – sets priorities, schedules activities effectively

- Work standards – Sets high performance standards for self

- Motivational Fit – Fits Stonemartin Corporate Centres Ltd culture, has positive upbeat attitude towards work. Reliable, professional manner. Flexible and calm under pressure.

17,000 per Annum