Tribus-TSG Limited is a leading service provider committed to delivering professional, reliable and customer-focused solutions. We are seeking friendly, professional and customer-oriented Mall Customer Service Representatives to provide exceptional assistance to visitors, respond to enquiries, handle customer feedback and ensure a welcoming and positive experience across the mall. The successful candidates will serve as a key point of contact for customers and work closely with mall management, tenants and other stakeholders to ensure efficient and consistent service delivery.
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.
Only shortlisted candidates will be contacted.
Tribus-TSG Limited is an equal opportunity employer committed to attracting, developing and retaining a diverse workforce. Employment decisions are based solely on merit, qualifications, experience and business needs.
