Customer Service Representative - Casual (Queensgate)

The role – Customer Service Representative

Casual 

As required on a casual basis

The purpose of the Job

In this role, you will be an ambassador for the Centre and be responsible for providing exceptional service to customers, retailers, and contractors to enhance the overall performance of the Centre. You will also assist the Marketing Manager and Marketing Assistant with support in implementing a variety of marketing initiatives.

Outcomes I am responsible for 

• Timely response to queries from customers in person and/or by telephone. Dealing with enquiries/requests where possible, and take messages and pass on to appropriate persons as necessary


• General understanding of the area in order to provie up to date information to customers

• Establishing customer/visitor needs and ensuring that staff are advised, and visitors are managed appropriately


• General understanding of the area in order to provide up to date information to customers


• Liaise with Security/Cleaner/Maintenance and act when necessary


• At times assist with the marketing activities, such as Little Mornings, school holiday activations, events, or promotional giveaways, by handing out prizes or by working at the activities.


• Be informed on all marketing activities in the centre in order to provide customers with correct and up to date information


• Collaborate with internal and external teams to improve centre performance by contributing to the implementation of Centre initiatives


• Actively report all near misses, safety observations and accidents


• Follow safety instructions and challenge procedures and processes that appear unsafe


• Work in a manner that never compromises safety to self or anyone else


• Undergo safety training relevant to role


• Comply with any safety requirements for specific role


• Form relationships with our retailers and assist with gathering monthly sales report feedback
  

What a typical day might look like 

• Dealing with enquiries/requests where possible, and taking messages and passing them on to the appropriate persons as necessary


• Manage and provide mobility equipment service to disabled/elderly customers


• Selling of Centre gift cards


• Make PA announcements as required


• Balance cash register accurately and on time


• Provide support to ensure that the daily operation of the Customer Service desk is running smoothly throughout the day and ensure that the work area is kept in a clean and professional manner


• Maintain general office procedures as instructed at start up and end of day and ensure other various tasks that occur throughout the day are handled accordingly and prioritised effectively


• Collect and log lost and found items


• Drive membership of the Kids Club and VIP database and proactively manage the databases to maintain their accuracy 


• Other general duties as required to ensure smooth operations of the Customer Service Kiosk
  

Key skills relevant to the role

• You see clients/ customers and stakeholders as paramount and work to anticipate their needs and ensure their satisfaction


• You interact confidently with others, build strong relationships through mutual respect, questioning and listening skills 


• You are a perceptive individual with strong listening and communication skills


• You plan your work tasks and priorities, and ensure efficient and productive use of time to achieve objectives


• You take an active role in the team, contributing ideas and encouraging others. You contribute towards team objectives 


• You succeed personally and professionally through the application of a positive, solution-focused approach to adversity, disappointment and challenging situations

Role-specific experience

• Customer Service experience 


• Experience with a Shopping Centre environment is ideal, but not essential


• Basic Word and Excel skills are beneficial
  

Strategic Fit

Stride aims to deliver the best returns through the best people and the best places. Providing exceptional customer service will be a core part of your contribution to the wider Stride strategy.

Stride Values

Nimble performer:  You convert challenges into growth opportunities.  You take responsibility and ownership of the role. You learn from mistakes, review approach and outcomes for continuous personal improvement

Fresh Thinker:  You look beyond the job at hand and continuously seek new avenues for growth and value add

Discipline-driven:  You assess and implement quality answers and actions promptly based on a deep centre understanding

People Centred:  You build strong relationships through excellent service and drive growth by demonstrating value as a trusted partner to customers

The above job description is not intended to be limiting, rather to give an outline of the essential duties of the position that may change from time to time.