Customer Experience Associate  

The ideal candidate will have a solid background or interest in account management and/or sales, with an outgoing personality with the drive to grow the business from within. We are looking for an exceptional communicator who is passionate to grow in a young & vibrant company with an exciting vision. The successful candidate will create & execute a strategy to bring our internal growth/sales process to a whole new level - reporting directly to the Customer Experience Manager. Your main objective is to grow our existing accounts from within, ensure excellent customer service, & client satisfaction.

Responsibilities

• INTERNAL SALES & CLIENT GROWTH
  • Create & execute the strategy to grow our existing clients & upsell our services:
  • Regular meetings with all current clients to understand how we can help them grow (increase number of seats) & close deals accordingly
  • Analyse & understand our clients’ businesses in order to strategically sell & grow their team proactively
  • Understanding what each client wants & upselling our services accordingly: (1) Converting regular co-working space clients (OSA) to enroll in our other key services (MSA), (2) Private rooms, and (3) Training & other partnership programs
• RELATIONSHIP MANAGEMENT
  • Develop strong relationships with our clients with regular communication & courtesy meetings:
  • Resolving client concerns: (1) Answering client queries, (2) Establish how Penbrothers can improve and take the lead on acting accordingly with other departments, and (3) Taking the lead to ensure client obligations are met (payment, movement, etc)
• COORDINATION
  • Maintain constant communication with other departments within Penbrothers
  • Ensures that queries and resolutions are seen to within given time
  • Escalate client concerns to respective departments

• Relevant Bachelor's Degree
• Native English Proficiency
• Ability to come up with & execute strategy
• Excellent Sales Skills
• Exceptional Communication Skills (Oral & Written)
• Problem Solving/Conflict Resolution
• Sense of Accountability and Responsibility
• MS Office Proficiency
• Presentation Skills
• Familiarity/Savvy with CRM Process