Mall Operations Associate - Il Corso

SCOPE AND RESPONSIBILITIES

PERCENTAGE OF WORKING TIME

DESCRIPTION OF FUNCTIONS

Customer Service

20%

·       Attends to customer inquiries (either thru phone or face-to-face.

a.       Mall directions

b.       Incoming exhibits and event

c.        Sale, promos, etc.

d.       Tenants in mall

e.       Telephone numbers of tenants (all project)

f.         Keep track of what brands / concepts customers look for

·       Entertains and attends to the needs and complaints of the customer

a.        Customer complaints against tenants

b.        Customer complaints against Mall’s Service Provider

c.        Complaints / comments on Mall’s facilities/amenities

d.        Attends to customer accidents

e.        Handles customer claims for damages

·       Attends to paging of lost children/ persons/ promotional spiels of tenants and mall

·       Assists Operations and other departments during mall wide sale, events, promos, etc.

·       Able to give the right directions, information

·       Knows locations of tenants

·       Get complete details of the customers and his/her complaint

·       Pacify the complainant and resolve the complaint

·       Submit the report about the complaint and the course of action taken

·       Announce message clearly thru paging system

·       Courteous at all times

·       Transfer call to the right party

·       Memorize local number corresponding to the user

·       Facilitates Tenant Customer Satisfaction Surveys

Operations concerns

50%

·       Maintains customer service counter by keeping it clean and orderly

a.        No by-standard/unauthorized personnel inside the customer service counter

b.        No eating inside the customer service counter

·       Oversee the exhibits area beside customer service counter

a.        Exhibit area is clean and in order

b.        No unauthorized personnel shall tamper with the exhibit area merchandize

c.        No unauthorized exhibits shall be placed in this

·       Manage Claims Handlling

·       Manage Warehousing

a.        Conducts inventory reports of materials inside the warehouse as required from head office

b.        Prepares PR for stock replenishment

c.        Manage the releasing, re-ordering of materials

·       Sequestered materials from tenants.

a.        Conducts warehousing, inventory and auction of sequestered materials, items and the like from closed tenants.

b.        Coordinates with barangay rep to witness inventory of sequestered materials from tenants

·       Tenant Communications thru circulars

·       Process RFP’s and monitor the payments

a.       Housekeeping Agency

b.       Landscaping Agency

c.        Fortunato Garbage Hauling

d.       Cash Advance – for Emergency works and repair

e.       Corrective Action/ Buildign Facility Repairs

Administrative Concerns 30%

·       Prepares requisition slips needed by Mall Operations and Property Management

·       Handles front line desk of Admin Office

·       Handles walk-in and telephone inquiries

·       Performs other duties and responsibilities as required from time to time

·       Handles Sunday mass celebration

·       Conducts Admin functions such as but not limited to manager’s meeting schedules, etc.

·       Prepare monthly / weekly / bi-monthly reports

a.        Telephone inquiries

b.        Customer complaints

c.        Wheel chair rentals

d.        Telephone monitoring

e.        Update mall tenant directory and mall administration local phone directory

f.         Late opening early closing (LOEC) report

g.        Houserules violations