Job Description and Responsibilities
Enthusiastically and consistently delivers on the Ivanhoe Cambridge mission of "Continually striving to surprise and engage the consumer and retailer by consistently delivering a superior customer experience."
The Guest Services Representative must ensure every customer interaction is carried out in a professional, courteous and efficient manner.
SPECIFIC RESPONSIBILITIES:
- Maintain a thorough knowledge of the shopping centre's services, amenities/facilities, stores/locations, promotional activities and comfort tools.
- Proactively seek opportunities to create memorable customer interactions assist customers and provide excellent service at Guest Services Kiosk & as part of the Roaming Ambassador Program.
- Interact with shoppers and retailers in a courteous and efficient manner.
- Sell shopping centre gift cards and balance sales to transactions.
- Project a positive attitude over the telephone and in person.
- Develop and maintain strong relationships with retailers and educate them about the centre's services.
- Assist guests by providing directions/information, answering questions, and performing other centre specific services such as parcel carry-out and store escorts.
- Maintain store knowledge about merchandise, price points, sales or special events to be able to offer gift or store suggestions based on the shopper's needs.
- Conduct all service functions of the Customer Relations/Guest Services kiosk.
- Assist the Marketing Director with promotional events in the areas of ballot distribution/collection/sorting, Gift with Purchase's, special event ticket sales, etc.
- Be aware of the centre's Crisis Management Manual and maintain a clear understanding of Guest Services role and areas of responsibility as outlined in the plan.
- Participates in special projects and assumes other duties and responsibilities as assigned.
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Experience Requirements
- Previous customer service experience preferred.
- Positive attitude and a strong desire to provide excellent customer service.
- Must be able to effectively communicate with shoppers, retailers, centre Management, Service Providers and all of the shopping centre personnel.
- Must be able to work in a fast paced environment, with the ability to multi-task while maintaining a high level of professionalism.
- Strong written and oral communication skills, multilingual skills a plus.
resolution/management skills.
- Must be friendly, approachable, proactive and solution focused.
skills.
- Flexible and able to work weekends, nights and holidays.
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