Job Summary The Mall Operations Associate is responsible in customer service management, office administration, warehouse management, billings as well as other tasks assigned by immediate head.Duties and ResponsibilitiesSCOPE AND RESPONSIBILITIESPERCENTAGE OF WORKING TIMEDESCRIPTION OF FUNCTIONSCustomer Service20%· Attends to customer inquiries (either thru phone or face-to-face.a. Mall directionsb. Incoming exhibits and eventc. Sale, promos, etc.d. Tenants in malle. 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 customera. Customer complaints against tenantsb. Customer complaints against Mall's Service Providerc. Complaints / comments on Mall's facilities/amenitiesd. Attends to customer accidentse. 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 SurveysOperations concerns50%· Maintains customer service counter by keeping it clean and orderlya. No by-standard/unauthorized personnel inside the customer service counterb. No eating inside the customer service counter· Oversee the exhibits area beside customer service countera. Exhibit area is clean and in orderb. No unauthorized personnel shall tamper with the exhibit area merchandizec. No unauthorized exhibits shall be placed in this· Manage Claims Handlling· Manage Warehousinga. Conducts inventory reports of materials inside the warehouse as required from head officeb. Prepares PR for stock replenishmentc. 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 paymentsa. Housekeeping Agencyb. Landscaping Agencyc. Fortunato Garbage Haulingd. Cash Advance - for Emergency works and repaire. Corrective Action/ Buildign Facility RepairsAdministrative 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 reportsa. Telephone inquiriesb. Customer complaintsc. Wheel chair rentalsd. Telephone monitoringe. Update mall tenant directory and mall administration local phone directoryf. Late opening early closing (LOEC) reportg. Houserules violationsTechnical Competencies and Skills • Attention to Detail • Emotional Control • Flexibility in Handling Stress • Initiative • Personal Relationship Skills • Problem Solving Ability • Well organized • Computer Literate and excellent in MS Office Applications • Flexible to be assigned to work schedules supporting the retail operational hours.Education, Trainings and Licenses Required graduate of 4-year course, preferrably will mall or relevant experience
