Customer Service Officer

Dolmen Real Estate Management Pvt. Ltd., Karachi

Job Detail
Functional Area
Public Relations
Job Type
Full Time/Permanent
Job Location
Karachi, Pakistan
Degree Title
Minimum Experience
3 Years
Job Description

- Maintain a thorough knowledge of the shopping center’s services amenities/facilities, stores/locations and promotional activities.

- Be fully aware of the center’s Emergency Organization and Response Procedures and maintain a clear understanding of Customer Services role and areas of responsibility.

- Proactively seek opportunities to create memorable customer interactions, assist customers and provide excellent customer service by providing directions, information, answering questions, and performing other center specific duties as assigned.

- Actively promote promotional activities to all customers – in person and on the center’s PA system.

- Develop and maintain strong relationships with retailers and educate them about the center’s services and promotional activities.

- Provide information to customer with regards to Mall directory, promotional materials, special offers, events, new stores etc.

- Assist customer with non-profit bookings, table rentals and promotional events as required.

- Prepare updates on Mall promotion, store discounts and related items weekly.

- Handle customer surveys.

- Review Centre’s website and social media for timely information and accuracy.

- Assist in the development and execution of existing and new Customer Service Programs

- Participate in special projects and assume other duties and responsibilities as assigned.

- Selling the company’s products and services information to assist customers in making a decision about a product to buy.

- Analyze customer wants, needs and behaviors through surveys, usability, in-person interviews, and other research in customer service experience.

- Promote ways for customers to interact with the management when they want to through email, online customer support (e.g. real time chats), phone, and social media or in person.

- Develop and implement methods to evaluate customer service, quantifying impact as much as possible. Report routinely to relevant managers.

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