Highcross Shopping Centre - Customer Service Ambassador

Purpose of the Role

Savills has a great opportunity at the Highcross Shopping Centre. We are looking for an experienced Customer Service Ambassador to join the team on site. Your shift pattern will include, 08:30-16:00, 10:00-17:30 and 12:30-20:00 shifts.

The Customer Service Ambassador’s role is to enthusiastically and consistently deliver an exceptional shopping experience through providing exceptional customer service throughout the centre and at the Management suite reception, in a professional, courteous and efficient manner.

Key Responsibilities

• To provide a presence on either the Centre’s Customer Service Desk / Reception
• Meet and greet visitors in a friendly and professional manner delivering world class service
• Engage with visitors to the centre, build rapport and deliver exceptional customer service every time.
• Work on the management suite reception desk.
• Be able to accurately maintain a register of visitors.
• Use effective questioning techniques to identify specific customer needs.
• Build and maintain positive working relationships with customers.
• Resolve customer queries and complaints with professionalism and enthusiasm.
• Proactively seek opportunities to create memorable customer interactions, assist customers and provide excellent customer services by providing directions, information answering questions.
• Have and maintain a detailed knowledge of the centre and surrounding areas and be able to pass this onto our customers.
• Ensuring that all literature, promotions and displays are projecting the correct image of the centre.
• Be a focal point for the centre and provide champion customer service to customers, retailers, stakeholders, visitors staff and contractors.
• Ensure all activities work towards building a retail brand, which is unique, vibrant and reflects the corporate values.
• Satisfy customers expectations of value by understanding the relative importance they place on quality of services and facilities.
• Provide support and information to the Security Team
• Being observant at all times, and reporting any suspicious packages or persons immediately
• Attend any training and development courses as necessary.
• Support all marketing initiatives on site as required
• Adhere to all company policies and procedures.
• Undertake any other reasonable duties as required to meet the needs of the business.
• Work on a shift basis including evenings, weekends and bank holidays.
• Familiarise yourself with and comply with the company’s ‘Health & Safety’ and ‘Fire and Bomb’ procedures.
• Participate in emergency situations, including fire and bomb incidents.

Skills, Knowledge and Experience

• Customer focussed approach.

• An ability to engage customers through outstanding communication, questioning and listening skills.

• Excellent customer service and people skills coupled with an ability to engage with colleagues and customers at all levels.

• Previous experience of working as part of a team and the ability to work co-operatively with others.

• Confident and professional in dealing with a wide variety of different customer situations.

• A desire for continuous personal and professional development

• Good verbal and written skills

• Ability to remain calm under pressure.

• Ability to make decisions.

• Ability to work in a team.

• Excellent IT skills

• Good interpersonal skills, to liaise with team members, managers, contractors and members of the public.

• Friendly and outgoing personality

• A positive attitude and a strong desire to provide excellent customer service.

• Good local knowledge

Desirable:

• Previous industry experience

• Experience of working in retail