Customer Service Representative

Key Responsibilities

• Welcome and assist mall visitors in a friendly, professional and courteous manner.
• Provide accurate information about mall facilities, stores, restaurants, services, events, promotions, and directions.
• Respond promptly to customer enquiries received in person, by phone or through other approved communication channels.
• Assist customers with wayfinding and provide information on available mall amenities and services.
• Receive, record and follow up on customer feedback, complaints and suggestions.
• Resolve customer concerns professionally and escalate matters to the relevant departments when necessary.
• Support customers with lost-and-found enquiries in line with established procedures.
• Assist with customer requests relating to mall facilities and services.
• Support mall events, promotions and customer engagement activities when required.
• Maintain a professional appearance and uphold excellent customer service standards.
• Ensure the customer service desk and surrounding area are clean, organized and welcoming.
• Prepare and maintain accurate customer service records and reports.
• Work closely with security, facilities, retail tenants and mall management to address customer needs.
• Perform any other duties related to customer service as assigned.

Requirements and Qualifications

• Diploma or Certificate in Customer Service, Hospitality, Business Administration, Communications or a related field.
• Previous experience in customer service, hospitality, retail or a similar customer-facing environment is preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and people skills.
• Customer-oriented with a warm, approachable and professional personality.
• Good problem-solving and conflict-resolution skills.
• Ability to remain calm and professional when handling challenging situations.
• Good knowledge of Nairobi and the ability to provide clear directions is an added advantage.
• Proficiency in English and Kiswahili.
• Basic computer skills.
• Ability to work shifts, weekends and public holidays.

Key Competencies

• Customer-focused.
• Professional and courteous.
• Excellent communication skills.
• Empathetic and patient.
• Reliable and responsible.
• Team player.
• Well-organized and attentive to detail.
• Ability to work effectively in a busy mall environment.