Fresh Jobs at Alpha Mead Group

Responsibilities

Data Analysis

• Analyze customer data to identify trends, patterns, and areas for improvement in the customer experience.
• Utilize data analytics tools to extract meaningful insights for set data

Feedback Collection and Analysis

• Collect and analyze customer feedback from a variety of sources, including surveys, social media, and customer support interactions
• Analyze feedback to understand customer sentiments, preferences, and pain points.

Customer Journey Mapping

• Create and maintain visual representations of the customer journey, including touchpoints and interactions.
• Identify opportunities for improvement in the customer journey.

Root Cause Analysis

• Investigate and identify the root causes of customer issues or dissatisfaction.
• Collaborate with relevant teams to address and resolve underlying problems.

Performance Metrics

• Establish and monitor key performance indicators (KPIs) related to customer experience.
• Track and report on metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.

Cross-Functional Collaboration

• Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
• Collaborate with departments such as marketing, sales, product development, and customer support to ensure a cohesive customer experience.
• Communicate customer insights and advocate for customer-centric practices.

Qualifications

• First degree in any discipline from a reputable institution
• Minimum of two years of experience as a Customer Experience Analyst in a corporate environment
• Experience working in a real estate environment
• Excellent knowledge of data analytics tools such as Tableau, Microsoft PowerBI, Advanced Excel, etc.
• Possess the art of translating KPIs into impactful reports, dashboards, and infographics that not only inform but captivate 
• Ideal candidate must possess an Analytical Mindset:
• Knowledge of CRM tools is required

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Responsibilities

• Manage all communication with employees before and after conferences and finalize all deals in the company.
• Manage the day-to-day activities of the assigned floor in a professional way and with high availability.
• Monitor the visitor’s registration as they visit the facility
• Investigate all issues on the floor and assist in resolving all issues that may arise for the management team and working staff.
• Analyze and identify growth for all projects at workstations and ensure high-quality service.
• Check in and keep personal belongings and luggage for visitors or business travelers.
• Ensure the health and environmental supervision and security management of the responsible area
• Assist with staff queries both in person, by email, or via telephone alterations to reservations, etc
• Conduct regular floor walks to ensure brand standards are maintained at all times in terms of cleanliness, maintenance, and replenishment
• Solely responsible for receiving express and documents.
• Complete the daily work log and complete the assigned tasks.
• Monitor work and maintain an efficient rapport between floor employees and the directors’ board.
• Assist in receiving and introducing important customer meetings on the floor.
• Receive all kinds of complaints and send the complaint summary to the department.
• Inspect all assigned rooms for cleanliness and repair works
• Execute other duties as directed by the Facility Manager

Qualifications

• First degree from any reputable institution
• Minimum of 4 years of experience working in a client-facing role.
• Experience working in a hospitality industry
• Candidate must be able to communicate fluently in Chinese
• Have a good professional image and temperament, and understand basic reception etiquette.
• Be familiar with the work processes related to administration and office management, and have good communication, coordination, and organization skills.
• Proficient in using Microsoft Office application
• Good customer service skills
• Proactiveness in resolving issues
• Good compressive resistance.