Job Description

Job Role : Serve as a customer service guide by handling customer and tenant interactions whilst attending and processing the administrative requirements of the asset by coordinating daily requirements/communication and documents between asset / Tenant.

Responsibilities :

• Act as the main point of contact, interaction and service representative to all visitors and tenants within the asset, to provide excellent service levels, customer experience and to act as an ambassador for Merex.
• Act as a visitor directory services to direct customers to stores & services related services.
• Ensure smooth and well-organized operation at Information desk providing all customers efficient services and ensuring that their expectations are constantly me
• Guide customers within and outside Merex premises by ensuring high level of product knowledge of Merex assets and its facilities as well as the city of Dubai
• Handle general inquiries received at the Information Desk from stakeholders and customers.
• Ensure the registration of promotion coupons procedures required for customers wishing to participate in the promotions, ensuring that the company policies adhere to all times.
• Manage the rental procedures for all value-added services such as stroller wheelchair, lost and found, meet and greet etc, in coordination with security team.
• Perform general admin & document control duties at mall level; on occasion to prepare and administer outgoing mall communications.
• Responsible for providing accurate information to customers of any running promotions set by the marketing department and carrying out accurately its set process and procedures
• Monitor, respond and redirect mall enquiry emails and phone calls
• Administer the feedback exercise
• Keep records of customers’ service requests and complaints and handle customer complaints in accordance with the department policies and procedures.
• Sell Merex gift card and ensure collection of payment by cash or credit/debit card
• Collate tenants’ seasonal promotion and marketing activities and communicate to mall’s guests.
• Understand tenants’ brand, offerings, location and Menu to assist guests and promote the mall’s tenants’ mix.
• Carry out any other reasonable task as assigned by the management.

Ideal Candidate must have the following attributes:

1-4 years of relevant experience in guest relations preferably from real estate, hospitality or service industry
Excellent communication and interpersonal skills