Guest Experience Representative, Lead Hand

5 months ago

Quebec City, Canada Oxford Properties Full time

Why join us?

Are you looking to join an innovative, global real estate company who builds communities and connects people to exceptional places? If so, we would love to tell you our story.

At Oxford, our culture is truly one of a kind. Across business lines and around the world, we embrace the complex and tackle opportunities with speed and agility. We are ambitious and humble, forward looking and service-focused. We get stuff done, and have fun doing it We take great pride in contributing to the communities where we live. We believe that what is good for the environment is good for business. Together we deliver exceptional experiences to our over 2 million daily customers.

**The Scope**:
The Team Leader - Customer Experience must ensure effective interaction with customers as well as their direct team and is committed to providing exceptional, professional, and courteous service. You will have to replace the Supervisor, Customer Experience during her absence. This supervision is limited to the management/motivation of customer service employees and the work required to carry out the daily management of the kiosks.

**Responsibilities**:

- Actively seek opportunities (using good judgment) to create excellent exchanges with internal and external customers, assist them and provide impeccable service;
- Always maintain visual contact with customers unless you have to perform a task where it is impossible to do so;
- Maintain in-depth knowledge of Galeries de la Capitale services as well as amenities/facilities, stores/locations and promotional activities;
- Assist customers by providing information/directions, answering their questions and performing all other services mandated by customer service;
- Sale of company gift cards and motivate the team to achieve our sales objectives;
- Engage and encourage customers to use our social media, mobile and online services to help them improve their experience at our center;
- Establish and maintain good relationships with merchants to inform them about the services available and also those of other retailers;
- Maintain knowledge of products, price ranges, sales and special events to be able to offer gift or store suggestions based on customer needs;
- Ensure the integrity of communications tools and data. Examples: telephone messages, website, leaflets, information on social media and face-to-face interactions;
- Be responsible for the general appearance of the information kiosks and Customer Service;
- Have the responsibility to communicate to your manager any problem encountered;
- Participate in special projects and other assigned tasks or responsibilities;
- Be aware of the details of the Galeries de la Capitale crisis management manual and the occupational health and safety manual;
- In collaboration with his team leader colleague and the EC supervisor, act as a trainer and motivator for customer experience representatives;
- Collaborate closely with colleagues to ensure the same guideline within the Customer Experience team;
- Manage staff absences/delays for the proper functioning of current operations;
- Update daily reports (gift card reconciliations, lost items, corporate sales, etc.);
- Inventory and replenishment of equipment necessary for the proper functioning of operations.
- Work closely with the Méga Parc ticketing team to support them in the event of increased traffic.

**Qualifications**:

- Secondary or post-secondary studies related to the position;
- Experience in customer service;
- Experience in personnel management;
- Positive attitude and demonstrated ability to provide exceptional customer service;
- Ability to communicate effectively with merchants, customers, management center, suppliers and all Galeries de la Capitale staff;
- Ability to work in a fast-paced environment and have the ability to multitask while maintaining a high professional level;
- Friendly and solution-oriented approach;
- Computer knowledge (Office suite) and ease with technologies to learn our sales platforms (gift cards and ticketing);
- Sense of leadership and problem solving;
- Ease of rallying the troops and motivating a work team;
- Ability to establish relationships of trust with other departments of the center;
- Organized and ability to prioritize;
- Excellent written and spoken communication;
- Impeccable written French required;
- Intermediate/advanced English (being able to respond to different requests from customers and head office).

**Requirements**:

- Flexible hours according to the opening hours of the Galeries de la Capitale
- Ability to remain standing during work hours;
- Must be available Friday evening, Sunday and Monday;
- Position available: part-time, evenings and weekends ( Friday 5 p.m. to 9 p.m. and Sunday 10 a.m. to 5 p.m. ) and Monday (if available)
- Must be available at least 1 evening per week on Monday, Tuesday, or Wednesday evenings during the month of December

**Our story**:
Oxford Properties Group (“Oxford”) is a leadi

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