ey Responsibilities
Welcome and assist mall visitors in a friendly, professional and courteous manner.
Provide accurate information about mall facilities, stores, restaurants, services, events, promotions, and directions.
Respond promptly to customer enquiries received in person, by phone or through other approved communication channels.
Assist customers with wayfinding and provide information on available mall amenities and services.
Receive, record and follow up on customer feedback, complaints and suggestions.
Resolve customer concerns professionally and escalate matters to the relevant departments when necessary.
Support customers with lost-and-found enquiries in line with established procedures.
Assist with customer requests relating to mall facilities and services.
Support mall events, promotions and customer engagement activities when required.
Maintain a professional appearance and uphold excellent customer service standards.
Ensure the customer service desk and surrounding area are clean, organized and welcoming.
Prepare and maintain accurate customer service records and reports.
Work closely with security, facilities, retail tenants and mall management to address customer needs.
Perform any other duties related to customer service as assigned.
Requirements and Qualifications
Diploma or Certificate in Customer Service, Hospitality, Business Administration, Communications or a related field.
Previous experience in customer service, hospitality, retail or a similar customer-facing environment is preferred.
Excellent verbal and written communication skills.
Strong interpersonal and people skills.
Customer-oriented with a warm, approachable and professional personality.
Good problem-solving and conflict-resolution skills.
Ability to remain calm and professional when handling challenging situations.
Good knowledge of Nairobi and the ability to provide clear directions is an added advantage.
Proficiency in English and Kiswahili.
Basic computer skills.
Ability to work shifts, weekends and public holidays.
Key Competencies
Customer-focused.
Professional and courteous.
Excellent communication skills.
Empathetic and patient.
Reliable and responsible.
Team player.
Well-organized and attentive to detail.
Ability to work effectively in a busy mall environment.