CUSTOMER EXPERIENCE LEAD (INT-D621141 Temp pipeline)

KMC Careers; Cebu City; On-site; PHP 480,000 - 640,000; Full time

Benefits offered by this job

HMO + free dependent

Exclusive pantry access (MadMax Coffee

Waffle

Ice Cream

Diverse learning & growth

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Careers is seeking a Customer Experience Lead in Cebu City to oversee front desk operations and a small team, ensuring top-tier service and smooth facility management. The role emphasizes guest relations, administrative support, and facilities coordination within a dynamic environment.

The ideal candidate will demonstrate strong communication, multitasking, and leadership skills, with a dedication to delivering outstanding customer experiences and maintaining office readiness.

Qualifications

• Experience leading a small team and managing front desk operations.
• Strong customer experience focus and professional demeanor.
• Ability to coordinate facilities and tenant services.

Responsibilities

• Front desk management: answer calls, welcome visitors, handle mail and inquiries, manage gate passes and documents.
• General services/tenant services: lead representation, conference room reservations, report workplace issues, provide solutions, support members.
• General admin: attend ticket requests, ensure SLA compliance, assist in check releases and events.
• General office maintenance/facilities management: ensure show-readiness, cleanliness, perform weekly walkthroughs, coordinate issues with building admin.
• Leadership: manage a small team, motivate, monitor performance, handle tasks and issues with urgency.

Skills

Customer service

Front desk management

Team leadership

Communication

Multitasking

Time management

Tools

Sprout

Job description

The Customer Success Lead is expected to perform tasks quickly and efficiently, with a high level of professionalism and positive attitude. It is expected as a Customer Experience Lead that he/she can manage the site and a small team of individuals with one goal which is always to maintain the office facility's show readiness and give exceptional customer experience.

On top of your salary, here are the exciting benefits you can look forward to:

• You'll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Waffle, Ice Cream)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a CUSTOMER EXPERIENCE LEAD include:

FRONT DESK MANAGEMENT:

• Provides support on the reception/front desk through:
• Answers and disperses calls and inquiries
• Welcomes / receives applicants, visitors and clients of the Company
• Responds /addresses tenant concerns and walk-in inquiries
• Handles daily incoming and outgoing mails
• Receives, distributes, and files incoming letters, billings, invoices, documents and/or other communications
• Manages the front office daily
• Assists photocopy, printing, scanning client request
• Gate pass / work permit processing
• Prepares and accomplishes errand form
• Monitors the cleanliness in concessionaire area
• Any ad hoc duties as required

GENERAL SERVICES / TENANT SERVICES

• Lead representative in the workplace
• Conference room reservation assistance
• Reports and coordinates any workplace issues and ensures job completion
• Provides effective solutions to problems / issues arising
• Provides administrative support to members
• Provides unmatched customer experience
• Builds strong relationship with members
• Enforces company policies and procedures, and safety and health regulations and standards

GENERAL ADMIN

• Attends ticket requests
• Ensures no ticket SLA breach
• Assists in Check releasing
• Assists office walk tour with prospective client and marketing events
• Offers and serves refreshment to Client
  GENERAL OFFICE MAINTENANCE / FACILITIES MANAGEMENT
  • Ensures Office Show-readiness, cleanliness and maintenance
  • Works on day‑to‑day issues with facilities and building admin
  • Conducts weekly facilities walkthrough to address current and urgent issues
  • Has the Ability to foresee site issues and members' needs
  • Coordinates facilities/building issues
  • Sets Quarterly coordination meeting with Building Admin
  • Attends punchlisting with projects and contractor
  LEADERSHIP
  • Responsible for managing a small team
  • Keeps team motivated, and provide guidance to team members
  • Keeps team focused and on track for the immediate tasks/projects
  • Monitors team's performance
  • Handles minor or small‑scale work assignments/projects
  • Handles minor, unforeseen issues
  • Provides immediate resolution

  It will also be favorable if you are knowledgeable in:

  • Capable of dealing with local staff and foreign clients
  • Enthusiastic, Outgoing, responsible, motivated, dedicated
  • Above average verbal and written communication skills
  • Has high attention to detail, a fast learner
  • Excellent interpersonal skills
  • Extraordinary multitasking skills
  • Good time management skills
  • Can work under minimal supervision
  • Has the ability to lead a small team
  • Has delegation and motivational skills
  • Good decision‑making skills
  • Ability to present well to high‑level clients – local and foreign
  • Ability to deliver services with the highest standards
  • Willing to work on a shifting schedule
  • Willing to be assigned to other KMC sites