Customer Service Assistant

Customer Service Deliver exceptional customer service to all visitors, with sensitivity to cultural differences and understanding of diverse customer expectations.

Assist mall customers at the customer service desk with a friendly and welcoming attitude, demonstrating cultural awareness.

Provide updated information related to new stores, closed stores, and emergency contact details.

Be knowledgeable about mall operations, marketing and promotion information, and service policies.

Provide on-ground support during events, activations, or peak traffic times as required by management.

Site Knowledge Develop an in-depth understanding of the retail center to assist with customer queries.

Gain knowledge of the layouts and location of entrances, exits, lifts, escalators, restrooms, and emergency services.

Conduct regular mall visits to stay informed about latest developments.

Coordinate with inter-departments to have updated information about their functionalities.

Mall Collaterals Maintain adequate stock of mall collaterals such as e-directories and desk supplies.

Provide information related to mall e-directory, ongoing offers and promotions, tourist information, and available services.

Efficiently handle customer queries and maximize opportunities to generate sales.

Resolution of Problem Proactively resolve customer complaints/issues within delegated authority.

Ensure complaints received at the Customer Service Desk are promptly recorded, tracked, and resolved in a timely and courteous manner.

Aim for complete customer satisfaction and adhere to service quality standards.

Coordination Coordinate with other mall departments regarding issues relevant to these areas.

Facilitate response and resolution of problems reported by customers affecting their perception of the facility.

Sales Perform daily sales of gift cards, business services, and other services.

Seek opportunities to proactively increase profit to the business.

Maintain monthly sales quota as set forth by the department head.

Management Support Assist in administrative tasks and support Mall Management as requested.

Collect information related to customer feedback for promotions or surveys.

Carry out inspections on the retail center to ensure a world-class customer environment.

Emergency Aid and Response Team Member Provide basic level first aid services and emergency assistance to customers in case of emergencies.

Be up to date with security trainings on Emergency response and handling.