Objective of the Role: The Guest Relations & Back-up Sales role supports the Center Manager in client relations, account management, sales support, and operational tasks. This role is designed for individuals looking to progress into management, combining client servicing, revenue growth, and operational efficiency. Providing excellent customer service ensures client satisfaction, retention, and business growth. Key Responsibilities: Client Relations & Customer Service: • Greet all clients and visitors in line with Cloud Spaces standards. • Conduct regular “How can I help you?” meetings (minimum of 4 per month). • Follow up with clients during their first 6–8 weeks for smooth onboarding and satisfaction. • Identify client needs and provide solutions to enhance their experience. • Handle all client queries and concerns within 24 hours. • Assist the Manager with client setups, welcome processes, and service checklists. • Maintain strong public relations with clients, aiming to exceed expectations. Sales & Back-up Sales Support: • Train and become certified as a back-up seller within 3 months. • Convert at least 1 in 2 membership opportunities and drive day pass conversions. • Assist the Manager in increasing memberships and upselling additional services. • Conduct lead follow-ups and maintain updated records in the Operate CRM system. • Understand Cloud Spaces’ products, services, and unique selling points (USPs). • Support re-selling to clients intending to terminate memberships Reception & Operations Support: • Cover reception as needed, including managing calls, greeting visitors, and handling deliveries. • Update reception screens and communication setups when required. • Support new client setups, including phone allocations, voicemail recordings, and system orientations. • Ensure adequate marketing material is available at reception. • Monitor meeting rooms, video conferencing setups, and floor operations to maintain high standards. Accounts & Billing Support: • Assist the Manager with invoicing, collections, and billing inquiries. • Accurately receipt client payments and collaborate with the Accounts Receivable (AR) team to meet collection targets. • Ensure timely and accurate invoice preparation and distribution by the 1st of each month. • Verify consistency between manual and system billing rates; ensure complimentary usage is applied before month-end. • Action terminations the same day they are received and work with the Manager to minimize churn. Administration & General Duties: • Keep a prioritized daily to-do list to manage responsibilities efficiently. • Maintain an organized and presentable floor; liaise with Facilities Management for any repairs or issues. • Time and date stamp all incoming mail and correspondence accurately. • Remove any used cups or glasses from client offices during visits. • Understand and operate all floor equipment including: - IP Phones - Video conferencing systems - Interactive screens and boardroom display systems - Photocopiers, scanners, and other office equipment • Participate in team meetings, adhere to security procedures, and support the Center Manager in achieving targets. Key Performance Indicators (KPI): • Certified as a back-up seller within 3 months. • Conversion rate: 1 in 2 membership opportunities and day pass conversions. • Meet or exceed sales and revenue targets for the location. • Positive client feedback and strong retention rates. • Accurate billing, collections, and CRM management.
Requirements
- Experience in client relations, sales support, or customer service roles. • Exposure to office operations, administration, and account management is preferred. • Familiarity with CRM tools and billing processes is an advantage. Skills & Attributes: • Attitude: Positive, confident, enthusiastic, friendly, open, honest, and approachable. • Communication: - Strong verbal and written communication skills with good grammar. - Articulate, courteous, and professional in client interactions. - Multi-lingual ability (Arabic is an asset). • Professionalism: - Career-driven, commercially aware, and well-presented. - Strong interest in business and client service excellence. • Work Ethic: - Reliable, proactive, and motivated to achieve and succeed. - Punctual, hardworking, and not a “clock watcher.” • Customer Service Focus: - Ability to anticipate client needs and provide tailored solutions. - Proactive and creative in enhancing the client experience. • Sales & Administrative Skills: - Comfortable supporting sales, upselling, and re-selling opportunities. - Organized with strong attention to detail for billing and CRM updates. Technical Proficiency: • Knowledge of office and communication equipment: - IP Phones, Video Conferencing, Interactive Screens, Photocopiers, Scanners. • Familiarity with software and systems: - Essensys / OPERATE - Cloud Spaces Online Portal / App - Cisco IP Phones & Call Manager or similar - IMAGICLE or similar Personal Attributes: • Professional “smart casual” grooming aligned with Cloud Spaces’ brand standards. • Integrity and confidentiality in handling client and business matters. • Team-oriented, eager to learn, and willing to progress into management. • Positive energy with a smile—focused on thriving and having fun at work.
Cloud Spaces, Aldar group's pioneering brand is a business and lifestyle co-working space with a lively and welcoming environment that is ideal for those looking for an inspiring place to work. It is Middle East's first coworking space located within a shopping mall, Yas Mall in Abu Dhabi ,our flagship location becoming the first shopping mall in this region to harbour such a concept within its premises. Our recent Expansion in Abu Dhabi Global Market financial centre has also given international clients a platform to conduct business and grow in the region. We offer a variety of contemporary and modern workspaces designed to deliver comfort and spark motivation. A co-working space solutions for anyone who is a creative entrepreneur, freelancer , large business entity or an SME by creating an environment to work, connect and collaborate. It is designed to offer a variety of solutions to suit work needs and unleash creativity, from fully furnished office suites, to spacious and ventilated lounges, sound-proof cubicles, open work desks and fully-equipped meeting rooms. Opportunity to work within a community and meet other professionals, and give a platform for business to grow to greater heights. The coworking zones make it easy for professionals from different companies to meet and form mutually beneficial business relationships. Considering the expansion plans, the company is looking out for professionals from various sectors who are committed and are ready to strive with the companies vision.
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