Customer Service Executive / Help Desk Executive

Amanora Mall; Pune District; On-site; INR 180,000 - 240,000; Full time

Job summary

Amanora Mall is seeking a Customer Service Executive to deliver exceptional visitor experiences at the front desk. You will assist shoppers, answer queries, handle complaints, and coordinate with internal teams and retailers to ensure smooth operations.

Ideal candidates have strong English communication skills, a friendly professional appearance, and the ability to manage multiple interactions with courtesy. Freshers with good communication skills may also be considered.

Qualifications

• Graduate in any discipline (preferred).
• 13 years of experience in Customer Service/hospitality/retail/Mall operations. Freshers with good communication skills may also be considered.

Responsibilities

• Attend to customer queries, complaints, and feedback in a courteous and professional manner.
• Provide accurate information regarding mall facilities, stores, events, promotions, and directions.
• Handle customer grievances and coordinate with concerned departments for timely resolution.
• Maintain the customer help desk and ensure proper display of mall information and branding materials.
• Record customer complaints, suggestions, and incidents in the logbook/system and follow up until closure.
• Assist in managing lost found items as per mall SOP.
• Support mall events, promotions, and festive activities by guiding customers and coordinating on-site.
• Coordinate with security, housekeeping, parking, and engineering teams for customer-related issues.
• Ensure compliance with mall policies, SOPs, and service standards.
• Handle emergency situations calmly and assist customers as per emergency protocols.

Skills

Communication

Customer-focused

Problem-solving

Multilingual

Professional appearance

Education

Graduate in any discipline

Tools

MS Excel

CRM systems

Email

Job description

The Customer Service Executive will be responsible for delivering exceptional customer experience by assisting mall visitors, handling queries and complaints, coordinating with internal teams and retailers, and ensuring smooth day-to-day front-desk operations within the mall.

Good Communication is Must (Fluent in English/Good in English)

Key Responsibilities

• Attend to customer queries, complaints, and feedback in a courteous and professional manner.
• Provide accurate information regarding mall facilities, stores, events, promotions, and directions.
• Handle customer grievances and coordinate with concerned departments for timely resolution.
• Maintain the customer help desk and ensure proper display of mall information and branding materials.
• Record customer complaints, suggestions, and incidents in the logbook/system and follow up until closure.
• Assist in managing lost found items as per mall SOP.
• Support mall events, promotions, and festive activities by guiding customers and coordinating on-site.
• Coordinate with security, housekeeping, parking, and engineering teams for customer-related issues.
• Ensure compliance with mall policies, SOPs, and service standards.
• Handle emergency situations calmly and assist customers as per emergency protocols.

Skills Competencies

Strong communication and interpersonal skills Customer-focused attitude with problem-solving abilities Pleasant personality and professional appearance Ability to handle pressure and multiple customer interactions Basic computer knowledge (MS Excel, email, CRM systems) Multilingual skills preferred (English, Hindi, and local language)

Qualification Experience

Graduate in any discipline (preferred) 13 years of experience in Customer Service/hospitality/ retail /Mall operations Freshers with good communication skills may also be considered

Working Conditions

Rotational shifts, including weekends and holidays On-site role with standing and desk duties

Department

Mall Operations / Customer Experience Department: Mall Operations / Customer Experience

Reporting To:

Customer Service Manager / Operations Manager

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.