Customer Service Assistant

Overview of the role:

The primary purpose of this role is to efficiently manage the customer service desk, handling customer issues, queries, and problems in a professional and courteous manner to achieve service standards and enhance the visitor experience at the mall.

What you will do:

Customer Service:
- Provide high standards of customer service to visitors, considering cultural sensitivities and varying expectations.

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

Mall Collaterals:
- Maintain an adequate stock of mall collaterals.

Resolution of Problem:
- Proactively resolve customer complaints/issues within the delegated level of authority.

Coordination:
- Coordinate with other departments within the mall regarding relevant issues.

Management Support:
- Provide support to inter-departments at Festival Centre to offer management front-line data for understanding public opinion, gauging visitor experience, or making business and marketing decisions.

Emergency Aid:
- Provide basic-level first aid services and emergency assistance to customers.

Job Context:
- Provide a high level of customer service experience in a professional and efficient manner, reflecting the company’s reputation in the shopping center industry. Serve as a point of contact for Festival Centre to respond and assist with all customer queries in a friendly and efficient manner.

Required skills to be successful:

Job-Specific Skills:
- Customer relations support
- Willingness to work on weekends, official holidays, and outside official working hours

Behavioural Competencies:
- Friendly, approachable, honest, and trustworthy.
- Flexible and efficient.
- Proactive, punctual, and reliable.
- Positive, cheerful mentality with an open-to-work attitude.

What equips you for the role:

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 of relevant customer service experience in a shopping center or hospitality background, with a preference for front-desk experience.