Customer Experience Consultant
Job Description Summary
About the Role
A CXC Consultant receives and actions requests for facility services at our clients’ properties. Requests may be obtained from multiple channels including phone, email and through mobility applications and can be extremely varied in nature and circumstances. Request activation requires the allocation of the required works to suitable service providers and follow up to obtain quotes, delegate approval and work status updates.
The consultant plays a front-line role in ensuring qualitative customer outcomes are realised and must ensure they liaise professionally and appropriately with customers, suppliers and internal Cushman & Wakefield stakeholders. This role is critical in genuinely helping our customers and making the experience effortless for them. Adaptability and an ability to think laterally to achieve the best customer and business outcomes is paramount.
What You Will Do
Understand the operational timeframes and all applicable customer service levels required;
Actively participate and in coaching, training, and mentoring sessions available to improve knowledge and skills;
Proactively identify and remove roadblocks that impact the performance of the individual or the team.
Adhere to defined and articulated Cushman & Wakefield / contracted client processes;
Actively participate in Disaster Recovery & Business Continuity processes when required;
Foster positive, professional (internal and external) stakeholder interactions;
Ensure any / all customer feedback is recorded to support our goals of continuous improvement;
A great “People person” & desire to genuinely make things better;
Multi-tasker - able to seamlessly switch between activities whilst maintaining quality outcomes;
Self-directed and proactive attitude to work;
Excellent listening, questioning, written and verbal communication skills;
Personal Leadership – accountability for holding self to high standards.
Minimum VCE (Higher School Certificate or equivalent)
Some prior knowledge of property / facilities management is desirable;
As an equal opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.