About The Exchange OranaThe Exchange in Dubbo is a vibrant community space dedicated to empowering individuals and businesses to grow, connect, and succeed. We host a variety of events, offer co-working spaces, meeting rooms, private offices and provide support to our members, all within a welcoming and dynamic environment.Position: Customer Experience Officer & Event Support Hours per week: 14hrsLocation: The Exchange Orana– 98 Macquarie Street, Dubbo (stunning heritage building).Reports To: The Exchange Orana ManagerMission: To empower the brave to grow, connect, and succeed.Job Purpose: Ensure customers return and new customers sign up. Welcome new and regular customers to The Exchange. Support internal and external events. Exceed customer expectations. Assist the TEXO Manager with enquiries and administrative tasks. Maintain a clean, tidy, and operational building. Adhere to TEX policies and procedures.Key ResponsibilitiesCustomer Engagement:Ensure exceptional customer experiences to retain and attract members. Welcome and assist new and regular customers. Collect and act on customer feedback to improve services.Events Support:Assist with logistics and preparation for internal and external events. Engage potential new customers and discuss leads with the Manager. Transition to event lead for monthly member events within the first year.Finance and Reporting:Process payments. File invoices and receipts in Xero and TEX systems.Private Offices:Manage enquiries and provide information on private offices. Assist permanent tenants and conduct tours in the Manager's absence.Meeting Rooms:Clean and set up meeting rooms for guests. Organise catering and materials for meetings and conferences. Collect feedback and suggest improvements.Co-Working & Memberships:Maintain co-working spaces for incoming guests. Gather and act on feedback from co-workers.Community Support:Assist members in the absence of the Manager. Prepare, set up, and pack up monthly events for members. Facilitate Masterclasses and Professional Development events.Learn and improve the use of Optix:Manage bookings, follow up on invoices, and ensure CRM accuracy. Handle daily housekeeping and ordering tasks. Liaise with cleaners and trades for repairs and maintenance. Support the Manager with ad-hoc administrative tasks.Social Media and Communications:Support the marketing team by generating interest and promote the business through social media. Respond to enquiries across various platforms and pass leads to the Manager. Scan local papers and newsletters for new business leads and content.Communication and Development:Participate in weekly 1:1 meetings with the Manager and team meetings. Attend team meetings and monthly reporting meetings. Update process and procedure manuals as needed. Adhere to quarterly OKRs, developed and assessed each quarter.Goals for 2024:Ensure customer retention through exceptional service and new ideas. Master our systems and community, updating the BAU manual with improvements. Achieve target occupancy for leased offices.Qualifications:Excellent customer service and communication skills.Strong organisational and multitasking abilities.Proficiency in administrative and financial tasks.Experience with social media management.Ability to work independently and as part of a team.Application:If you're passionate about creating exceptional customer experiences, engaging events and eager to join a dynamic team dedicated to community growth, apply now to become our next Customer Experience Officer at The Exchange Orana.
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