Customer Service Ambassador

7 months ago

Leicester, United Kingdom HighCross Leicester Full time

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, with a pay rate of £11.59 per hour.

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

Working Hours - 37.5hrs per week on a rolling rota of 08:30-16:00, 10:00-17:30 and 12:30-20:00 shifts including weekend work.

Salary - Hourly rate of £11.59 ph

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