Senior Customer Service Representative/Community Manager
At Regus we are leading a business revolution building a brand new sector that's growing at breakneck speed, offering fantastic challenges and opportunities. We are the clear number 1 player in the rapidly expanding flexible workplace market. We operate over 3,000 centres in 120 countries and are growing at 20% per year, opening over 1 centre per day. We are continuing to develop rapidly by helping businesses of all sizes to adapt to the changing needs of mobile working, increasing globalisation and the demand for flexible workspace. Join us and you'll have the scope to take your career further, while giving our clients innovative new products and exceptional customer service. And you'll help us to make business happen.
The actions and service provided by the Senior CSR/Community Manager are the catalyst for providing customers with a reason to come to Regus and the reasons to stay with Regus. The Senior CSR/Community Manager maintains the full operational functions of a centre, whilst serving as a backup for the Area Manager by conducting centre tours when needed.
Key areas of responsibility
Lead by example creating a strong ethos of customer service throughout the team.
Drive customer retention through great service and focused customer engagement.
Maximise customer satisfaction results (NPS) through regular customer engagement and the highest levels of centre standards.
Handle customer concerns, coordinating questions through to prompt resolution with the Global Service Centre (GSC) team on behalf of the customers.
Ensure your customers are invoiced accurately and payments are collected on time.
Hold regular community events in your centre.
Serve as the primary backup for the Area or General Manager including (as needed) conducting customer needs analysis meetings, and taking customers on tours.
Ensure that all daily service charges are captured and entered into the billing system on a daily basis.
Support new company initiatives, including the implementation of new tools and systems to improve efficiency.
Ensure that the centre is 'show ready' at all times.
Strong Customer Service skills, including the ability to remain flexible and calm in high pressure or continually changing situations.
Ability to communicate effectively and professionally in both local language and English (written and oral).
Professional communication skills with a high success rate in building and maintaining relationships.
Solid organisational skills, including the ability to prioritise and multi task in a demanding environment.
Proven success in self lead generation and business development.
Commercial, highly results driven.
Previous P&L exposure.
Ability to perform work accurately and thoroughly.
Ability to find a solution for or to deal proactively with work-related problems.
A desire and passion to beat the competition and win.
Pragmatic - Ability to be hands-on as well as strategic and be a trouble-shooter when the business need deems it appropriate to do so.
What we offer
An exciting, fast-paced and challenging career. The chance to work with local, national and global clients and a world-class work environment. As you'd expect from a company leading the workplace revolution, we support a progressive working approach for our employees. Where possible, we offer part-time and job share opportunities, along with the ability to accommodate a later start or earlier finish to the working day.
We're looking for entrepreneurial people who are full of fantastic ideas and the energy to turn them into reality. Show us you have the enthusiasm, ambition and ability to make business happen for our clients and we'll support you every step of the way as you build a rewarding career.