Mall Operations Associate - Cebu

Filinvest Development Corporation; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Job summary

Filinvest Development Corporation is seeking a Mall Operations Associate in Cebu City to manage customer service, oversee warehouse operations, and handle administrative tasks. The role requires strong interpersonal skills, attention to detail, and proficiency in MS Office. Candidates should have a graduate degree and relevant experience in mall operations. The position offers opportunities to contribute to a dynamic retail environment within Cebu's vibrant shopping scene.

Qualifications

• Experience in mall operations or relevant experience preferred.

Responsibilities

• Manage customer service inquiries and complaints.
• Oversee the clean and orderly maintenance of the customer service counter.
• Handle inventory and warehousing responsibilities.
• Prepare various requisition slips needed by the mall operations.

Skills

Attention to Detail

Emotional Control

Flexibility in Handling Stress

Initiative

Personal Relationship Skills

Problem Solving Ability

Computer Literate and excellent in MS Office Applications

Well organized

Education

Graduate of 4-year course

Job description

Cebu City, Cebu, Philippines Festival Supermall Inc.

About the job Mall Operations Associate - Cebu

Job Summary

The Mall Operations Associate is responsible for customer service management, office administration, warehouse management, billings, and other tasks assigned by the immediate head.

Customer Service (20%)

• Attend to customer inquiries via phone or face-to-face.
• Provide mall directions, incoming exhibits and events, sales promotions, tenants information, telephone numbers of tenants (all projects), tracking of brands/custom concepts customers look for.
• Entertain and attend to the needs and complaints of customers, including:
  • Complaints against tenants
  • Complaints against Mall’s Service Providers
  • Complaints/comments on Mall’s facilities/amenities
  • Attend to customer accidents
  • Handle customer claims for damages
• Attend to paging of lost children/persons/promotional spiels.
• Assist Operations and other departments during mall-wide sale, events, promos.
• Give right directions and information.
• Know locations of tenants.
• Collect complete details of customers and their complaints.
• Pacify complainants and resolve complaints.
• Submit reports about complaints and the course of action taken.
• Announce messages clearly via paging system.
• Remain courteous at all times.
• Transfer calls to the right party.
• Memorize local numbers corresponding to users.
• Facilitate Tenant Customer Satisfaction Surveys.

Operations Concerns (50%)

• Maintain customer service counter by keeping it clean and orderly.
  • No by-standard/unauthorized personnel inside the counter.
  • No eating inside the counter.
• Oversee the exhibits area beside the customer service counter.
  • Exhibit area is clean and in order.
  • No unauthorized personnel tamper with exhibit merchandise.
  • No unauthorized exhibits placed in the area.
• Manage claims handling.
• Manage warehousing.
  • Conduct inventory reports of materials inside the warehouse as required from head office.
  • Prepare PR for stock replenishment.
  • Manage releasing and re-ordering of materials.
• Sequestered materials from tenants.
  • Conduct warehousing, inventory and auction of sequestered materials, items, and the like from closed tenants.
  • Coordinate with barangay rep to witness inventory of sequestered materials from tenants.
• Tenant communications via circulars.
• Process RFPs and monitor payments:
  • Housekeeping Agency
  • Landscaping Agency
  • Fortunato Garbage Hauling
  • Cash Advance – for emergency works and repair
  • Corrective Action/Building Facility Repairs

Administrative Concerns (30%)

• Prepare requisition slips needed by Mall Operations and Property Management.
• Handle front-line desk of Admin Office.
• Handle walk-in and telephone inquiries.
• Perform other duties and responsibilities as required from time to time.
• Handle Sunday mass celebration.
• Conduct admin functions such as manager’s meeting schedules.
• Prepare monthly/weekly/bi-monthly reports:
  • Telephone inquiries
  • Customer complaints
  • Wheelchair rentals
  • Telephone monitoring
  • Update mall tenant directory and mall administration local phone directory
  • Late opening early closing (LOEC) report
  • House rules violations

Technical Competencies and Skills

• Attention to Detail
• Emotional Control
• Flexibility in Handling Stress
• Initiative
• Personal Relationship Skills
• Problem Solving AbilityWell organized
• Computer Literate and excellent in MS Office Applications
• Flexible to be assigned to work schedules supporting the retail operational hours.

Education, Training and Licenses Required

graduate of 4-year course, preferrably will mall or relevant experience