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Customer Experience Center Specialist

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Date: Jan 2, 2019

Location: Palo Alto, CA, US

Company: NTT DATA Services

At NTT DATA we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

Req ID: 35061  



 

The Customer Experience Center Specialist is responsible for scheduling all physical and human resources that are responsible for operating the CXC; providing logistical support for customer briefings; providing administrative support for the CXC Team; working with NTT internal, external groups and outside vendors to ensure quality products and professional service for NTT’s customers visiting the Customer Experience Center; providing customer service for the customers of the CXC and special projects.”

 

Responsibilities:

 

Reception

  • Will be the first point of contact via various forms of communication and will provide an essential service in welcoming visitors:
    • in-person
    • telephone
    • email
    • deliveries
       

CXC Scheduling

  • Evaluating all incoming requests
  • Requesting clarification or additional information when necessary
  • Qualifying the requests based on your assessment of our ability to satisfy the customer
  • Scheduling all conference rooms
  • Handling all issues, escalating when necessary
  • Communicating the CXC’s process to the field, product divisions, and corporate groups
  • Updating briefing journals nightly to reflect where you are in the scheduling process, allowing anyone to seamlessly take over the scheduling responsibilities, if necessary
  • Managing high-level logistic-focused briefings to help off-load Briefing Consultants
     

Logistics Support for Customer Briefings
 

  • Contacting the briefing requestor for logistical requirements (catering, gifts, transportation, maps & directions, special cultural or dietary requirements)
  • Communicating with Briefing Consultants to ensure successful support for briefings
  • Primary contact for Account Team to coordinate “Logistics Only” briefings
  • Ordering and supervising catering
  • Managing and ordering gift inventory
  • Arranging transportation for customers when required
  • Setting up briefing rooms prior to visit, according to type of visit
  • Providing briefing agendas
  • Providing administrative support to visiting account team and customers the day of their CXC visit

 

 

Operations Support/Administration Support
 

  • Maintaining relationships with CXC vendors to ensure quality service for the CXC
  • Communicating guidelines, timelines and procedures to Briefing Consultants for successful execution of logistical requirements.
  • Ordering general supplies for CXC and providing costs to Management for budget reconciliation
  • Tracking CXC data and producing monthly and quarterly reports
  • Submitting and tracking CXC expenses
  • Coordinating with Building Management, Janitorial, and Security to maintain ‘Common Areas’ as well as specific CXC facility requirements

 
Customer Service
 

  • Providing excellent customer service to both internal and external CXC Customers
  • Responding to all CXC requests within 48 hours
  • Treating all requesters with fairness and respect
  • Assisting Account Team and other CXC customers trouble shoot problems with database registration
  • Helping Account Team and other CXC customers with last minute administrative support (maps, directions, conference room A/V support, telephone assistance, etc…)

 

Concierge Service and Special Events

  • Maintain current list of recommended Silicon Valley restaurants, hotels and local attractions
  • Recommend and assist Briefing Consultants and Account Team with arrangements and reservations for restaurants and local events (sporting events, wine tours, etc)
  • Assist Director of CXC and teammates with special projects as needed
  • Provide support for all external special events

 

#LI-NAM

This is a full-time salaried position with a group company within NTT DATA.  Please note, 1099 or corp-2-corp contractors will NOT be considered. This position is only available to those interested in direct staff employment opportunities.  We offer a full comprehensive benefits package that starts from your first day of employment.


Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto

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