Mall Operations Associate

Cebu City, Cebu, Philippines Festival Supermall Inc.

About the job Mall Operations Associate - Cebu

Job Summary

The Mall Operations Associate is responsible for customer service management, office administration, warehouse management, billings, and other tasks assigned by the immediate head.

Customer Service (20%)

• Attend to customer inquiries via phone or face-to-face.
• Provide mall directions, incoming exhibits and events, sales promotions, tenants information, telephone numbers of tenants (all projects), tracking of brands/custom concepts customers look for.
• Entertain and attend to the needs and complaints of customers, including:
  • Complaints against tenants
  • Complaints against Mall’s Service Providers
  • Complaints/comments on Mall’s facilities/amenities
  • Attend to customer accidents
  • Handle customer claims for damages
• Attend to paging of lost children/persons/promotional spiels.
• Assist Operations and other departments during mall-wide sale, events, promos.
• Give right directions and information.
• Know locations of tenants.
• Collect complete details of customers and their complaints.
• Pacify complainants and resolve complaints.
• Submit reports about complaints and the course of action taken.
• Announce messages clearly via paging system.
• Remain courteous at all times.
• Transfer calls to the right party.
• Memorize local numbers corresponding to users.
• Facilitate Tenant Customer Satisfaction Surveys.

Operations Concerns (50%)

• Maintain customer service counter by keeping it clean and orderly.
  • No by-standard/unauthorized personnel inside the counter.
  • No eating inside the counter.
• Oversee the exhibits area beside the customer service counter.
  • Exhibit area is clean and in order.
  • No unauthorized personnel tamper with exhibit merchandise.
  • No unauthorized exhibits placed in the area.
• Manage claims handling.
• Manage warehousing.
  • Conduct inventory reports of materials inside the warehouse as required from head office.
  • Prepare PR for stock replenishment.
  • Manage releasing and re-ordering of materials.
• Sequestered materials from tenants.
  • Conduct warehousing, inventory and auction of sequestered materials, items, and the like from closed tenants.
  • Coordinate with barangay rep to witness inventory of sequestered materials from tenants.
• Tenant communications via circulars.
• Process RFPs and monitor payments:
  • Housekeeping Agency
  • Landscaping Agency
  • Fortunato Garbage Hauling
  • Cash Advance – for emergency works and repair
  • Corrective Action/Building Facility Repairs

Administrative Concerns (30%)

• Prepare requisition slips needed by Mall Operations and Property Management.
• Handle front-line desk of Admin Office.
• Handle walk-in and telephone inquiries.
• Perform other duties and responsibilities as required from time to time.
• Handle Sunday mass celebration.
• Conduct admin functions such as manager’s meeting schedules.
• Prepare monthly/weekly/bi-monthly reports:
  • Telephone inquiries
  • Customer complaints
  • Wheelchair rentals
  • Telephone monitoring
  • Update mall tenant directory and mall administration local phone directory
  • Late opening early closing (LOEC) report
  • House rules violations

Technical Competencies and Skills

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

Education, Training and Licenses Required

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