Manage the shopping centre helpdesk, assist and greet customers, handle complaints, collect and report customer and retailer insights, support events and promotions, maintain audits, lost & found, and ensure tenant issues are logged and resolved.
Job Title
Executive - Customer RelationshipJob Description Summary
Job Description
Executive - Customer Relationship
- Adhere to the helpdesk management SOPs.
- Responsible to manage the helpdesk.
- Greet the customers/ guest and assist them with need-based information on brands/ stores/ promotions/ events/ campaigns etc.
- Ensure the guest complaints and concerns are handled in an efficient and timely manner.
- Seek feedback from the guest over their shopping experience and share the same with the reporting manager.
- Come up with ideas and suggestions on how to get the “relevant” shoppers back to Centre.
- Compile insights on customers on regular basis and share the same with reporting manager. This is especially applicable for premium shoppers with high spending power, expats etc. This is to understand why they like to come to our Centre for shopping and how to keep getting them back.
- Daily sales data collection from all stores.
- Get insights from retailers on what is working/ not working for them, how can we help them increase sales, their other issues etc and help in resolving the same. These insights should be compiled and shared with reporting manager on weekly basis.
- Getting regular feedback from retailers and maintaining retailer satisfaction index.
- Conduct various audits from time to time – shop fronts, fire exits, inventory etc.
- Maintaining records of Lost & Found items.
- Coordinate and ensure high standards of safety and cleanliness are maintained with the objective of enhancing customer experience.
- Coordinate/ assist the marketing team in execution of the planned events/ promotions at the shopping centre;
- Updating daily/ weekly reports on customer feedback, any key escalations.
- Responsible to light Maha Deepam every day.
- Influence customers to take KKP and other brochures as applicable (e.g. MAG) and mention about KKP walks and other key promotions/ upcoming events etc. Inform them about upcoming Skydeck, Madras House etc.
- Ensure that the tenants’ facility/ operational issues are logged in PAZO and the same is directed to the concerned team for rectification. Issues need to be closed in PAZO in efficient and timely manner.
Qualification/ Experience required
- Graduate with at least 2 years of experience in a hospitality or retail industry.
Preferred Qualities
- Able to work cooperatively with other departments to ensure close coordination of activities that support customer service goals.
- Strong work ethic, intense drive, and initiative for quality and customer service.
- Excellent written and oral communication skills
INCO: “Cushman & Wakefield”
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