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Customer Experience Ambassador

2 months ago

Victoria, British Columbia, Canada Guardteck Full time
{"title": "Guest Services Representative", "description": "Job Summary

We are seeking a highly motivated and customer-focused individual to join our Guest Services team at the Bay Centre in Victoria, BC. As a Guest Services Representative, you will be responsible for providing exceptional customer service, promoting the Bay Centre experience, and ensuring every guest interaction is carried out in a professional, courteous, and efficient manner.

Key Responsibilities
  • Maintain a thorough knowledge of the shopping center's services, amenities, and facilities.
  • Proactively seek opportunities to create memorable customer interactions and provide excellent service at Guest Services locations.
  • Sell the Bay Centre by actively promoting retailer product or service offerings.
  • Interact with shoppers and retailers in a courteous and efficient manner.
  • Sell shopping center gift cards, balance sales to transactions, and assist guests and retailers with gift card transactions.
  • Project a positive attitude over the telephone, in person, and online through text-to-chat service.
  • Develop and maintain strong relationships with retailers and educate them about the center's services.
  • Assist guests by providing directions, information, and performing other center-specific services.
  • Maintain store knowledge about merchandise, price points, sales, or special events to offer gift or store suggestions based on the shopper's needs.
  • Conduct all service functions of the Customer Relations/Guest Services location.
  • Assist the marketing team with the execution of promotions, sales incentives, seasonal campaigns, and on-site activations relating to Guest Services.
  • Be aware of the center's Crisis Management Manual and maintain a clear understanding of Guest Services' role and areas of responsibility as outlined in the plan.
  • Participate in special projects and assume other duties and responsibilities as assigned.
Requirements
  • Previous customer service experience (concierge, tourism, or street team experience is preferred).
  • Sales experience (transaction management and cash management).
  • Positive attitude and a strong desire to provide excellent customer service.
  • Ability to effectively communicate with shoppers, retailers, center management, service providers, and all shopping center personnel.
  • Ability to work in a fast-paced environment, with the ability to multi-task while maintaining a high level of professionalism.
  • Ability to work independently.
  • Strong written and oral communication skills, multilingual skills a plus.
  • Conflict resolution/management skills.
  • Must be friendly, approachable, proactive, and solution-focused.
  • Computer skills (Word, Excel, Chrome).
  • Flexible availability.
  • High school education.

Please note that this role is not security-related, and the Guest Services team is employed by Guardteck Security.

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