Job Details
Skills And Tools:
Job Description
Role 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
- Fluent in English, preferably in Arabic or any other language would be an advantage
Minimum Experience:
- 3 - 5 years relevant customer service experience in a shopping centre or hospitality background preference for front-desk
Job-Specific Skills:
- Customers relations support
- Accept to work on weekends, official holidays and outside the official working hours
- Basic sales and accounting
Behavioural Competencies :
- Friendly, approachable, honest and trustworthy.
- Be flexible and efficient.
- Proactive, punctual and reliable.
- Positive, cheerful mentality and open to work attitude