About Us: With over 36 years’ experience, Glad Group is positioned as a leader in the delivery of integrated property services across Australia. Job Description About you: You are people-centric – you offer an emotional connection with others. You are committed to the well-being of others – you anticipate needs and wants, offering genuine warmth in all interactions. You are authentic in actions and conduct – you demonstrate real empathy and respect in all interactions. You are confident and capable – you reassure others that you know what to do. Exceptional communication skills and customer service High level of client relationship management – works in partnership and collaboration with key stakeholders Agile and quick to adapt – works well under pressure and uses strong interpersonal skills to influence positive interactions with customers and colleagues alike Self-managed and able to set targets and meet operational deadlines Desired Skills and Experience Key Responsibilities: Have a compassionate and understanding nature, being considerate and welcoming visitors as they arrive at the Guest Services desk. A real passion for people and service. A high degree of awareness of the space around you, your job and where everything is and everyone is – you know who’s who. Ensure all guest services duties are executed and delivered as per the contract agreement and the SOP’s. Assist in ensuring all services, branding, marketing and presentation of the Property is in keeping with premium grade standards. Responsible for handling complex enquiries that arise and ensuring all issues are fully resolved. Positively engage with the customer at all levels – know who’s who in the building and ensure all site Concierge know customers and tenants. Resolve issues as they arise and follow up Communicate any incidents or key activities to the line managers immediately & the client, as directed (any incidents will be captured in the daily report to the client). Skills and experience: Intermediate to advanced Microsoft Office skills (Word, Excel, PowerPoint and Outlook) Excellent verbal and written communication Organized and able to meet deadlines, we would like to have experience in a similar role in being a customer service advocate Have a general understanding of clients’ expectations in a Corporate/retail environment Experience in a Customer Service role minimum Have experience in a fast paced corporate/retail environment
