Key Responsibilities:
Team Leadership & Supervision:
Supervise, mentor, and support customer care staff.
Assign daily tasks, set performance goals, and monitor progress.
Conduct regular training sessions and team meetings.
Client Relations & Support:
Ensure timely and professional handling of all client inquiries, requests, and complaints.
Act as a point of escalation for complex or sensitive issues.
Build and maintain strong relationships with business center clients.
Operational Oversight:
Ensure the smooth daily operation of reception, phone handling, meeting room bookings, and mail/courier services.
Collaborate with the facilities and administrative teams to meet client needs.
Monitor office equipment and supplies to ensure readiness and efficiency.
Service Quality & Standards:
Implement and maintain customer service policies and procedures.
Evaluate customer feedback and develop improvement plans.
Ensure the team consistently meets or exceeds service level expectations.
Reporting & Communication:
Prepare regular reports on customer service performance and client satisfaction.
Communicate effectively with internal teams to support cross-functional collaboration.
Report concerns or suggestions for service improvement to management.
Qualifications:
Bachelor’s degree in Business Administration, Hospitality, or related field (preferred).
3+ years of experience in a customer service or front-office supervisory role.
Experience in a business center, coworking space, or hospitality environment is a plus.
Strong leadership, coaching, and interpersonal skills.
Excellent communication, problem-solving, and organizational abilities.
Proficient in MS Office; familiarity with CRM or business center management software is a plus.
Key Competencies:
Customer-focused mindset
Leadership and team motivation
Conflict resolution and diplomacy
Attention to detail
Time management
Professional appearance and demeanor
Working Conditions:
Full-time, on-site role
Standard business hours with occasional overtime as needed
Professional office environment
