Centre Manager - Central Johannesburg
The responsibilities of the CM are listed below, however is not limited to: • Be the first point of contact for all clients when there is a complaint/query or a question on a daily basis, providing a friendly and solution based service • Create an excellent first impression and a welcome feeling for any client or visitor, irrespective of where in the building the CM “bumps” into this person • Takes pride in the appearance of the centre and ensure all areas are of a high standard (cleanliness/maintenance): ? Reception area ? Café / Canteen ? Business lounge ? Meeting rooms ? Canteen seating area ? Hot desk area ? Gym (where applicable) ? Toilets ? Parking area ? Garden (Where applicable) • Is responsible for client retention in the centre by ? Meet with existing clients regarding possible expansions ? Up sell existing clients that don’t have certain products e.g : o Parking o Beverage fee o Making use of centre printer o Stationery orders through the centre team (with a 15% handling fee added) o IT Support • Host regular formal/informal meetings with clients to determine their experience with centre to date and comments good or bad – come up with solutions where needed. • Exceed clients needs, handle complaints promptly and professionally. Ensure all communication is recorded and emailed to the client so that there is a paper trail. • Become the point of contact for when clients need information and assistance, must have an in-depth understanding of all key services, products and amenities offered to clients and the ability to deliver in an exceptional and timely manner. • Ensure that all client complaints/queries are handled until they are 100% resolved. Ensure entry of these issues onto weekly documents. • Always has true intention to go above and beyond the expectations of a client, must have an internal passion for customer service. • Ensure Director is always informed of all queries, complaints or compliments etc must be by email. • Responsible for the preparation of offices before new clients move in: ? Setting up IT and Telephones ? Setting up the office according to the clients specification ? Ensure furniture is presentable and that there is nothing missing ? Ensure the “Snag list” is completed before client moves in ? Ensure welcome packs are ready for clients arrival ? Ensure access tags, remote controls is all in order for client on arrival ? On arrival give clients the procedure to purchase WIFI vouchers ? Issue WIFI codes where needed ? Issue phone codes where needed ? Make sure the centre staff are aware of a new client move in especially canteen. Introduce the client to your team • Registering IT Logs with IT (Copy Director https://protool.gumtree.co.za/external-link-browser.html?urlaHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xMzAxNTAwMDM4P3NvdXJjZT1ndW10cmVl&jid1497721&xid1301500038
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