Customer Service Officer- Retail Concierge

الوصف الوظيفي
Department: Community Services – Public Services Directorate

Position Reporting to: Head of Customer Service

Key Accountabilities

Mans the customer service stations distributed throughout the applicable Retail Precinct and consistently implement all customer service strategies / procedures on a shift basis;
Checks and ensures correct set up of Concierge Desk, Telephone System, Boardwalk Music System and POS Machines ensuring any issues are reported to the Call Center and Assistant Retail Operations Manager;
Responds to all incoming calls and provide the relevant information to the customer ensuring each call is handled in a timely and professional manner at all times;
Transfers incoming customer calls to the respective Retail store or restaurant;
Attends to customer enquiries at the desk and responds to such enquiries in a timely and professional manner;
Provides accurate information to customers pertaining to events and other current activities;
Leads tour groups around the applicable Retail Precincts, when required;
Meets and greets local or international visitors;
Promotes the distribution of Retail Maps, Isola and other approved magazines to visitors along with any other free store collateral as agreed with the Assistant Retail Operations Manager;
Conducts regular daily walkthroughs of Retail Precinct Public Toilets and Prayer Facilities ensuring all are clean, tidy and presentable and issues noted are reported in a timely manner to the Call Center;
Maintains a daily log of all calls and tickets logged with the Call Center;
Check, sign for and handover to following shift the Daily Petty Cash Float for sale of Gift Vouchers, Business Services and Water Shuttle Services ensuring accurate records are kept at all times;
Promote and sale of Business Services including scanning and e-mailing, photocopying and printing and postage stamps. Maintain a log for all sales by credit cards & cash and distribute same to Assistant Retail Operations Manager;
Assist with sale of Water Shuttle tickets to customers. Maintain a log for all cash sales and distribute same to Ronautica and Customer Service Manager. Ensure timely handover of sales receivables to Ronautica and report same to the Assistant Retail Operations Manager;
Promotes any TPQ loyalty programs and attending to issues related to the scheme;
Ensures the daily uploading of all Credit Card and Debit Card sales via the POS and production of daily batch report. Maintain a log for all sales by credit cards and cash and distribute the same to Assistant Retail Operations Manager.
Assists with Retail Promotions and prize allocation for customers;
Assists with timely distribution of all notices and letters to Tenants with the required acknowledgement sheets;
Maintain an accurate and updated key log book for keys borrowed by Contractors / Operations Department;
Ensures the correct re-routing of all letters and sales report from Tenants to the site offices;
Maintains adequate stock of all Retail collateral at all times;
Coordinates customer requests for Taxi & limousine services and providing guidance and information on Valet and Premium Parking Services;
Assists Tenants applying for TPQ personal and vehicle access passes and required for work permits when required;
Ensures the banking of all daily sales is done in a timely manner.
Completes the Daily Customer Service Report on a daily basis and submits it to the Assistant Retail Operations Manager.
Able to listen to the customer and their complaint and deal with it effectively and efficiently differentiating priorities and important issues despite some situations wherein the customers will be disgruntled or dissatisfied with service delivery either by restaurants, shops or service providers (i.e. Valet Parking, Taxi Services, Cleaning, Security or Other).
Ensures the Customer Service Desk and staff are neatly and professionally represented at all times including correctly worn customer service uniform or other apparel which are to be professionally presented at all times.
Maintains an ethos and culture of absolute 5 star service at all times. Such 5 star services shall include, but not be limited to:
o A courtesy map and information service;

o A courtesy mobile phone charging service;

o A courtesy restaurant booking service;

o A courtesy wheelchair loan service;

o A courtesy umbrella loan service;

o Lost child assistance;

o Lost and found property services.

Ensures the timely return of all out of hours enquiries received via the Call Center;
Maintains any other special requests befitting to ensuring a 5 star customer experience at The Pearl-Qatar;
Directs customer enquiries relating to the purchase or lease of Residential Property and Leasing of Commercial Property to the TPQ Oyster;
Assist in any Property Management Team requirement or any department as required by management.
Issuance of periodic reports:
o Weekly

Issuance of Weekly Store Opening & Closing Reports for all Retail Tenants;
Issuance of Weekly Store Contact and Category Reports for all Retail Tenants
Attends weekly scheduled Customer Service meetings.
o Monthly

Issuance of Monthly Maintenance Log Report, comprising details of all tickets logged;
Monthly summary report on Gift Voucher Sales;
Monthly summary report of Business Service Sales;
Monthly summary report Lost & Found items.

General Responsibilities in Quality, Environmental & Occupational Health & Safety Management Systems

Aware of the QHSE Management System.
Understand the importance of conformance to the QHSE Policy and procedures and to the requirements of QHSE management system.
Aware of the Customer Requirements (where relevant).
Aware of the Significant Environmental Aspects and Occupational Hazards / risk in this area of operation.
Aware of potential or actual consequences of his/her work activities and deviation from specified Operating Procedures.
Aware of current Objectives and Targets in this area and what is the current status.
Aware of emergency Preparedness & Response.
Aware of Security Requirements, sexual exploitation and abuse or gender based violence.

المهارات
Educational Qualifications

Bachelor’s Degree in a related discipline.

Behavioral Competencies

Excellent interpersonal skills;
Exceptional organizational skills, attention to detail and use of efficient planning processes;
Good communication skills, ability to efficiently disseminate information;
Strong ability to establish priorities and implement initiatives effectively.
Ability to maintain high level of confidentiality
Able to build trust and consensus
A pleasant “can do” attitude
Presentable and of pleasant disposition
Strong desire to provide a 5-star Customer Experience

Technical Competencies:

Proficient in MS Outlook, Word & Excel, internet and other related programs;
Elemental Sales and Marketing skills;
Working knowledge and experience of marketing concepts and promotions.

“Note that for these posts we prefer ARABIC speakers.

Other preferences:

Under family sponsorship (husband/father) *high priority
Visa holder we can consider if qualified and locally available
We are looking for only 1-2 years of experience”

تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة وكالات التوظيف
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني مبتدئ الخبرة
منطقة الإقامة قطر
الجنسية الأردن; الإمارات العربية المتحدة; البحرين; الجزائر; السودان; الصومال; العراق; الكويت; المغرب; المملكة العربية السعودية; اليمن; تونس; جزر القمر; جيبوتى; سوريا; عمان; فلسطين; قطر; لبنان; ليبيا; مصر; موريتانيا

https://www.bayt.com/ar/qatar/jobs/customer-service-officer-retail-concierge-4449661/