Posted over 1 year ago
The Guest Services Ambassador will report to the Regional Manager – India, Real Estate and Workplace Services. This role is based out of Hyderabad and the GSA is a constant resource for our employees and makes the first direct impression on SFDC customers. This position requires a high level of customer relationship management (CRM). The GSA may be required to perform all duties of the Guest Services as brand ambassador to REWS in India. The lead objective is to contribute to making Salesforce a great place to work!
Implement Workplace Services strategies and Guest customer support initiatives as directed from the Regional Workplace manager.
Design, develop and execute India strategic communication program, communicate office wide via mail, chatter and newsletters at periodic intervals.
Conduct poll, pulse or annual surveys, document and prepare analytical reports
Work and coordinate with IFM partner, prepare and submit REWS MIS reports.
Through supervision, development and training of incoming Guest Services Ambassadors in providing first class hospitality and excellent customer service to all stakeholders.
Leading by example the GSA is required to set the tone in delivering a guest experience that is unique and brings the Ohana culture and SFDC brand to life.
Uphold the SFDC Trust values by maintaining the security badge system, as per Go center HQ policies. Conduct regular audits on badgeforce ensuring processes and access control is strictly being adhered to on site. This includes and is not limited to new hire employee/contractor badges, vendor badges, temporary replacement cards.
Perform guest/visitor check in via proficient use of the visitor log in system, deliver notifications as per the SLA processes.
Act as a conduit to the wider REWS team escalating and communicating any related items, requests that reach beyond the GSA scope.
Inform internal customers (employees) on instructions for catering, meeting and event rooms and bookings, couriers, SFU training.
Maintain meeting rooms and other customer facing areas in a tidy and professional state at all times.
Process incoming correspondence including email, faxes and voicemails in a timely and consistent manner as per SLA’s.
Oversee the management of incoming and outgoing mail packages and courier bookings
Work with the security team on the ground to coordinate entry approvals
On a daily basis maintain and audit documents, report logs and training materials/manual associated with GSA processes and procedures.
At Salesforce we want our guests and employees to experience exceptional customer service. To be successful in this role, you should:
Have a Bachelor’s degree in Business Administration or any recognized certification in CRM.
Have 3-5 years directly related experience: candidates from luxury hospitality, high-end retail, or other high-touch customer service roles in IT/ITES industry are particularly encouraged to apply.
Have excellent interpersonal communication skills, with a genuinely warm, gracious, and professional demeanor in all interactions.
Intermediate written, analytical, and problem-solving skills.
Be engaged and constantly aware of the guest environment, proactively offering friendly and helpful assistance to all stakeholders.
Display excellent professional personal grooming and presentation.
Demonstrate proficiency and prior experience in using MS Office, MS Projects, Gmail and associated Google Docs, Quip, Workday, Facilities ticketing and Visitor management systems.
Demonstrate ability to operate standard office equipment (telephone systems, copiers, scanners, printers, fax machines, mobile/tablet applications).
Salesforce.com software application knowledge and experience advantageous
Ability to follow directions using effective communication oral and written skills and instructions.
About Salesforce.com :
Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate–and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s 100 Best Companies to work for. Our more human, less corporate culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your #dreamjob?Posting Statement
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