Position description

Download The Base Customer Service Job Description Here

Position Details

Position title	Customer Services Representative
Reporting line to	Marketing Manager
Location	The Base, Hamilton
Function	Retail
Employment status	Permanent Part time
Travel required	Nil

 

Purpose

• To provide a service to customers by providing information on the features and benefits of a visit to The Base Shopping Centre
• To provide administrative assistance to the Centre Management team.

Key accountabilities

Customer Services:

• Providing customer service to the public including selling Gift Cards, balancing the daily takings.
• Undertaking Gift Card redemptions/reconciliations.
• Ensuring that the Customer Service Desk is kept neat and tidy at all times and that all information provided to customers is presented in a professional manner.
• Ensuring all information relating to the centre is kept up to date and available for customers at all times. This includes location of stores and services, upcoming events and details of promotions.
• Ensuring all promotional material is available to customers while stocks last, such as centre directories, customer newsletters, magazines and flyers, and general information.
• Ensuring as much information as possible relating to the area is available, such as the location of local attractions, bus timetables, copies of local newspapers, information on accommodation, parks, community activities and events. This also includes arranging the continual replenishment of such supplies.
• Knowledge and understanding of all information available to customers.
• Handling telephone and customer enquiries, liaising with members of the public, cleaners and security.
• Recording of all customer queries and feedback.
• Public Announcements.
• Hiring out wheelchairs, pushchairs.
• Provide a taxi phone service
• Provide a drop off and pick up point for Lost Property, including a central meeting place for finding lost parents or children.
• Provide a first point of contact for parking enforcement enquiries.
• First Aid (certificate preferred but training will be arranged).
• Acting Fire Warden, if required.

Administrative support:

• Knowledge and understanding of Centre Rules and Procedures for tenants and contractors.
• Analysis of competition entries. This includes sorting entry forms into areas and counting, and providing a summary together with an appropriate graph of the data to the Marketing team as soon as possible following the competition’s conclusion.
• Administrative support to the Centre Management team.
• Any additional duties required to provide Customer Service to our customers at the centre.

Health & Safety – employee:

• Take all practicable steps to ensure
  • Your safety while at work, including using suitable protective clothing and equipment provided by the employer
  • That your actions (or inactions) do not cause harm to others, including reporting any hazard that is an actual or potential cause of harm
• Reporting any actual or potential cause of harm, including: accidents, incidents, hazards and health or wellbeing concerns
• Undertake health and safety training required
• Wear personal protective equipment provided, and
• Read, understand and adhere to company Health & Safety Policies and Procedures.

Key working relationships:

Relationship	Nature of relationship
Marketing Manager	direction, delegation, support, coaching
Customer Service Desk team	transfer of information, communication, teamwork
Internal (Centre Management team and Head Office)	Regular contact, knowledge transference & requests for information
External – (customers, retailers, public)	regular contact, sales, information, communication.

Other duties:

• Other duties as directed by the Marketing Manager from time to time.

Experience required:

• Understanding of a retail environment
• Experience in a customer service role
• Experience with Microsoft applications

Values:

>    We’re People-People

>    We have a passion for Excellence

>    We do what’s right

>    We lead

Core competencies:

>    Accountability

>    Communication

>    Continuous Improvement

>    Customer Service

>    Interpersonal

>    Self-Management

Skills:

>    Intermediate to advanced IT skills including; Microsoft Office products, Lotus Notes

>    Problem solving

>    Customer service

>    Relationship skills

 

Download The Base Customer Service Job Description Here