An exciting opportunity has arisen to join the Guest Services team.
The role of a Guest Service Host is to embody this belief and to ensure that the Centre offers our guests superb experience consistently, whether it’s for shopping, eating out, leisure or utilising our services such as gift card, Click and Collect and more.
You will be involved in the day-to-day running of the Guest Service Desk.
You will need excellent phone skills and be efficient in responding to emails from guests and other departments within the Centre. On some occasions you may work alone at the desk so you must be a confident person who can work under pressure at times.
You will need to be well presented, enthusiastic, driven, and help create a positive work environment. You will be trained in all aspects of the role and ensure that the guest experience is always at the top of your agenda.
You will be aware of risk and compliance during the day-to-day operation. Adhere to all policies and procedures and undertake any other reasonable duties as required to meet the needs of the business and highlight any concerns to the Supervisor or Manager.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Ability to work well in a team

PREFERRED SKILLS

• Proven customer support experience
• Microsoft skills

• Manage large amounts of incoming phone calls/Emails and customer queries.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team targets.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution – Ask your line manager for support if needed.
• Keep records of customer interactions and ensure they are safely stored.