Job Description

The Mall Operations Associate is responsible in customer service management, office administration, warehouse management, billings as well as other tasks assigned by immediate head.

Duties and Responsibilities

SCOPE AND RESPONSIBILITIES

PERCENTAGE OF WORKING TIME

OF FUNCTIONS

Customer
Service

20%

·Attends to customer inquiries (either thru phone or face-to-face.

a.Mall directions

b.Incoming exhibits and event

c.Sale, promos, etc.

d.Tenants in mall

e.Telephone numbers of tenants (all project)

f.Keep track of what brands / concepts customers look for

·Entertains and attends to the needs and complaints of the customer

a.Customer complaints against tenants

b.Customer complaints against Mall’s Service Provider

c.Complaints / comments on Mall’s facilities/amenities

d.Attends to customer accidents

e.Handles customer claims for damages

·Attends to paging of lost children/ persons/ promotional spiels of
tenants and mall

·Assists Operations and other departments during mall wide sale,
events, promos, etc.

·Able to give the right directions, information

·Knows locations of tenants

·Get complete details of the customers and his/her complaint

·Pacify the complainant and resolve the complaint

·Submit the report about the complaint and the course of action taken

·Announce message clearly thru paging system

·Courteous at all times

·Transfer call to the right party

·Memorize local number corresponding to the user

·Facilitates Tenant Customer Satisfaction Surveys

Operations
concerns

50%

·Maintains customer service counter by keeping it clean and orderly

a.No by-standard/unauthorized personnel inside the customer service
counter

b.No eating inside the customer service counter

·Oversee the exhibits area beside customer service counter

a.Exhibit area is clean and in order

b.No unauthorized personnel shall tamper with the exhibit area
merchandize

c.No unauthorized exhibits shall be placed in this

·Manage Claims Handlling

·Manage Warehousing

a.Conducts inventory reports of materials inside the warehouse as
required from head office

b.Prepares PR for stock replenishment

c.Manage the releasing, re-ordering of materials

·Sequestered materials from tenants.

a.Conducts warehousing, inventory and auction of sequestered materials,
items and the like from closed tenants.

b.Coordinates with barangay rep to witness inventory of sequestered
materials from tenants

·Tenant Communications thru circulars

·Process RFP’s and monitor the payments

a.Housekeeping
Agency

b.Landscaping
Agency

c.Fortunato
Garbage Hauling

d.Cash Advance – for
Emergency works and repair

e.Corrective
Action/ Buildign Facility Repairs

Administrative
Concerns 30%

·Prepares requisition slips needed by Mall Operations and Property
Management

·Handles front line desk of Admin Office

·Handles walk-in and telephone inquiries

·Performs other duties and responsibilities as required from time to
time

·Handles Sunday mass celebration

·Conducts Admin functions such as but not limited to manager’s meeting
schedules, etc.

·Prepare monthly / weekly / bi-monthly reports

a.Telephone inquiries

b.Customer complaints

c.Wheel chair rentals

d.Telephone monitoring

e.Update mall tenant directory and mall administration local phone
directory

f.Late opening early closing (LOEC) report

g.Houserules violations

Technical Competencies and Skills

• Attention to Detail • Emotional Control • Flexibility in Handling Stress • Initiative • Personal Relationship Skills • Problem Solving Ability • Well organized • Computer Literate and excellent in MS Office Applications • Flexible to be assigned to work schedules supporting the retail operational hours.

Education, Trainings and Licenses Required

graduate of 4-year course, preferrably will mall or relevant experience