Sr. Community Service Executive

5 days ago

Mumbai, Maharashtra, India Awfis Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Positions Overview : This position involves working closely with the Community Manager (CM) and/or Assistant Community Manager (ACM) to ensure the effective execution and timely completion of routine operational tasks. This position will play a critical role in managing all aspects of client interactions, from addressing queries to resolving issues, ensuring a seamless client experience. Additionally, will be responsible for gaining a thorough understanding of Standard Operating Procedures (SOPs) to maintain operational efficiency and adherence to company guidelines.

Key Responsibilities:

Profit Center Management

  • ASR and Margin Analysis: Regularly analyze the Average Seat Rate (ASR) and margins to identify improvement opportunities and ensure profitability.
  • Expense Control: Monitor and manage operational expenses to remain within budgetary limits, driving cost-efficiency.
  • Collections: Achieve monthly collection targets by ensuring timely payment from clients and resolving outstanding dues.
  • Renewals: Maintain high client retention rates by proactively managing contract renewals.

Community Building & Event Management

  • Build and Expand Community: Strengthen the community by executing business-specific events as per the pre-defined timelines.
  • Client Engagement: Foster connections and collaboration within the client community to enhance engagement and retention.

Client Satisfaction & Service Delivery

  • CSAT (Client Satisfaction) Score: Achieve above-target Client Satisfaction (CSAT) scores by delivering exceptional service and support.
  • Brand Ambassadorship: Ensure that every member becomes a brand ambassador for Awfis through positive experiences and interactions.

Vendor Management

  • Vendor Performance: Regularly evaluate and manage vendor performance to ensure timely and quality delivery.

Facilities Management

  • Centre Upkeep: Ensure the center is well-maintained and operationally ready on a daily basis.
  • Repair & Maintenance: Oversee the timely closure of repair and maintenance tasks to avoid disruptions.
  • Compliance Adherence: Ensure all compliance and safety protocols are followed rigorously.
  • ESG Practices: Work closely with senior teammates to understand and execute Environmental-Social-Governance (ESG) practices.

Participation in Company Initiatives

  • Active Engagement: Actively participate in and support all company-driven ideas and initiatives to foster a collaborative and positive work environment.

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