Customer Service Executive (UAE National)

Job description / Role

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.

Experience & Qualifications

- A Bachelor's Degree /Diploma
- Minimum of 2-3years of experience in Shopping Malls/Hotels/Hospitality
- Basic computer skills with proficiency in MS Excel and Microsoft Office.
- Good Communication (Verbal and written) skills, multiple languages known an added advantage
- Conflict Resolution skills
- Strong time management skills with the ability to manage multiple tasks.

About the Company

Founded in 1973 in Bahrain, the Landmark Group has successfully grown into one of the largest and most successful retail organizations in the Middle East. An international, diversified retail conglomerate that encourages entrepreneurship to consistently deliver exceptional value, the Group operates over 900 stores encompassing a retail presence of over 13 million sq. ft. across Middle East, India, Egypt, Turkey, Yemen and Pakistan (franchise operation). The Group employs around 31,000 employees.