Job Details
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Job Description
Job purpose
The overall purpose of this role is the efficiently manage the customer service desk and handle customer issues, queries, problems, in a professional and courteous manner so as to achieve service standards and enhance visitor experience to the mall.
Key Accountabilities:
Customer Service:
- Responsible for providing high standards of customer service to visitors bearing in mind cultural sensitivities and varying levels of expectations.
Site Knowledge:
- Responsible for developing an in depth understanding of the retail centre to assist to any customer queries.
Mall Collaterals:
- Responsible for maintaining adequate stock of mall collaterals.
Resolution of Problem:
- Responsible for proactively resolving customer complaints/ issues within the delegated level of authority
Coordination:
- Coordinate with other departments within the mall, with respect to any issues relevant to these areas.
Management Support:
- Provide support to the inter-departments at Festival Centre so as to provide management front line data to understand public opinion, gauge visitor experience or make business and marketing decisions.
Emergency Aid:
- Provide basic level first aid services and emergency assistance to the customer.
Job Requirements
Minimum Qualifications and Knowledge:
- Graduation in any degree.
- Arabic Must, Fluent English / any other language would be an advantage.
Minimum Experience:
- Minimum of 2-3 years of relevant customer service experience in a shopping Centre or hospitality background preference for front-desk.
- Customers’ relations support.
- Accept to work shifts, on weekends, official holidays and outside the official working hours.
- Proficiency in MS Office (Word/ Excel)
Behavioural Competencies :
- Friendly, approachable, honest and trustworthy.
- Be flexible and efficient.
- Proactive, punctual and reliable.
- Positive, cheerful mentality and open to work attitude.
- Be Able to work under pressure.