Job Description

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Job Category Finance and Operations

Job Details

Position Overview:

The GSA Lead role will be based out in our Centre of Excellence campus in Hyderabad. This role requires a high level of customer relationship management (CRM) skills as they will be the constant resource for our employees to get all information related to our workplace services and create an amazing first direct impression on SFDC customers. The main objective for this role is to contribute to making Salesforce a great place to work!

Responsibilities:

Implement WPS strategies and Guest customer support initiatives.

Execute strategic communication program, communicate office wide through Slack and other modes as applicable.

Conduct poll, pulse or annual surveys, document and prepare analytical reports.

Work closely and coordinate with IFM partner, prepare and submit analysis on tickets received through REWS ticketing system.

Detailed 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 Lead will be required to set the tone in developing and delivering a unique guest experience that will bring the Ohana culture and SFDC brand to life.

Work on Traction and keep a track of guest/visitor records

Act as a conduit to the wider REWS team calling out and communicating any related items, requests that reach beyond the GSA scope.

Inform internal customers (employees) on instructions for catering, meeting, event rooms, bookings, couriers and training.

Maintain meeting rooms and other customer facing areas in a tidy and professional state at all times.

Work with the Security Ops team on the ground to coordinate operations as required.

On a daily basis maintain and audit documents, report logs and training materials/manual associated with GSA processes and procedures.

Handling cases raised by the employees through REWS ticketing system and monitoring cases being worked on by GSAs and Helpdesk team to ensure SLAs are not missed

Coordinating events by meeting the event organizer to understand their requirements, and being available for event as per requirement

Manage cubby program across the office for employees

Maintaining all the reports related to cases, cubby allocations, desktop movements, events, etc.

Identify and participate in relevant programs for self development under trailhead modules.

Support vendor Management for events and WPS services, wherever applicable

Understand the Salesforce brand and product positioning with the ability to ensure consistent, on-brand messaging through the official corporate presentation.

Demonstrated ability to lead, influence and overcome obstacles partnering with various business units who work closely with Real Estate and Workplace Services (REWS)

Adhere to Salesforce policies under Global Security and Safety standards. This position requires applied knowledge and experience of all health and safety event management aspects.

Experience/Skills Required:

At Salesforce we want our guests and employees to experience exceptional customer service. To be successful in this role, you should:

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.

Excellent 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.

Proficiency in using Google Suite Workspace (similar to advanced Microsoft suite of programs) leveraged in workplace services messaging and presentations and data reporting.

Ability to assess workload priorities in a fast paced environment achieving required deadlines

Win as a team, collaborate and overcoming obstacles and conflicts for overall team success

Be proactive, creative and demonstrate a healthy appetite for feedback, and thrive in high-pressure situations.

Ability to work outside of traditional business hours and weekends as needed

Comfortable navigating through complexity, changes and ambiguity

Experience working with a global company, brand and teams at all levels of the organization.

Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

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