Customer Service Executive (UAE National)

JOB PROFILE

- To ensure the highest levels of customer satisfaction: Mall Visitors &Tenants
- Maintain a thorough knowledge of the Mall's services, amenities/facilities, stores/locations and promotional activities
- To represent the Mall in a well maintained and professional manner at all times
- To resolve customer/tenants complaints in a timely manner

JOB DESCRIPTION & OVERALL RESPONSIBILITIES

- Proactively seek opportunities to create memorable customer interactions, assist customers and provide excellent customer service by providing directions, information, answering questions, and performing other duties as assigned
- Develop and maintain a strong relationship with tenants and educate them about the Mall services and promotional activities
- Get regular updates from the marketing team/mall manager on the planned events and activities in the mall, assist with conducting the events.
- Review Malls website and social media for timely information and accuracy of data posted
- Be fully aware of the malls emergency response procedure and have a clear understanding of what role to play during any emergency
- Assist with the circulation of tenant memo's, ensure that acknowledgement sheets are maintained.
- Maintain copies of relevant authority permissions for any events/promotions in the mall
- Ensure that all shops opens/closes on time, if not inform the Duty Manager and call the shop's in-charge/manager.
- Check and update the promotional offers of each shop and maintain the same in a file for quick reference.
- Update the shop contact details. (Shop manager, Contact in case of emergency etc )
- Keep track of the mall directories availability/display & update the duty manager if new to be printed
- Maintain Mall Team contacts and also Statutory emergency contact details
- Inspect Toilets/Prayer Rooms/Baby changing rooms/ Common Areas etc to ensure standards are maintained, any issues to be reported to Duty Manager/Facilities Manager. ( A check list to be maintained)
- Maintain register for Wheel chair issuance
- Issue of Raffle coupons during sales/promotions
- Maintain proper register of raffle coupons issued
- Circulate daily summary
- Inform management in advance if more printing to be done
- Sale of Mall Gift vouchers
- Maintain a register with voucher details
- Cash to be handed over daily to Duty Manager
- Lost & found
- Maintain a register with details
- Cash/Valuables to be handed over to Mall Manager for further process according to LMG policy
- First Aid Kit to be maintained at the counter
- CSE Staff will be trained in Fire Evacuation & First Aid
- End of the day report to be circulated:
- Print out of Summary of lost & found for Security
- End of the Day Report to the Mall Manager & Duty Manager (ie, incident, complaint, late opening/early closure of shops etc
- Tenants/Customers to be encouraged to give feedback in writing (Customer Feedback form to be used), maintain a register/log of the complaints registered.
- Ensure all complaints/suggestion are logged and informed to duty manager/mall manager
- Follow up on the status of the complaint & ensure the closure. Update the status in the register.
- Maintain endorsement logbook (to be passed on when shift changes) and emails (sent and received), make sure that you are updated.

Requirements: