Address Mirvac is a world-class Australian property group with award winning developments across residential, retail, office & industrial and build to rent sectors. We play a vital role in the evolution of our cities, reimagining urban life and creating places that enrich the home, work and social life of many thousands of Australians.
Your opportunity:
The Guest Services Assistant will ensure high levels of Services are consistently demonstrated and delivered. You will provide a positive experience to our Guests with a willingness to go above and beyond to satisfy our Guest needs, playing a key role in our Guest Support Centre as well as Face to Face within our centers. You will communicate comprehensive information and knowledge, resolving Guest enquiries and ensure any concerns or issues are resolved within our 15 retail centers across Australia.
We have 3 casual positions available that may include working extended trade on Thursday nights, Saturday, and Sunday shifts, and extended trade hours over the busy Christmas period, and will provide you with training as well as flexibility in how & where you work from to perform your role.
Responsibilities:
Guest Support Centre and Face to Face In-Centre:
Managing expectations and provide guests and retailers with exceptional, consistent and timely service through a variety of channels including face to face, phone, chat, social media and email including responding to reviews, queries and feedback.
Creating exceptional Guest experience practices by understanding the Guest, and their needs and wants, and keeping them front of mind in every aspect
Communicating timely information to Guests and operators about stores, products, services and in-centre activations and events
Assisting Guests with directions throughout the asset and any queries about its services and surrounding area
Logging feedback and requests to the appropriate person in management teams where escalation is required.
When in-centre being visible out on the floor and understanding current operator promotions and offerings available to assist with Guest enquiries
Confidently and articulately communicate with excellent verbal and written communication skills when needed
Manage difficult guest and stakeholder queries
Embody patience, empathy, and know how to operate in the moment and remain present within a fast-paced retail environment
Confidently rectify and resolve guest problems and concerns
Raising work and purchase orders and processing invoices for the asset
Generating weekly traffic reports and assisting with monthly marketing reports for the asset team
Supporting the asset team with general administrative tasks and keeping the office running smoothly
Acting as Duty Manager/Team Leader evenings/weekends/public holidays as required
Assisting with any projects, or undertaking additional duties as reasonably required
Your point of difference:
Previous experience in a Customer/ Guest service environment (hotel, guest services or retail industry)
Previous experience working in fast pasted Customer Call Centre
High level of IT proficiency e.g. Microsoft Office package
Always willing to go above and beyond for our guests and retailers. A proactive and self-motivated approach with the ability to solve problems, improve system and procedural efficiency and effectiveness, and resolve issues as they arise
Embody patience, empathy, and know how to operate in the moment
You are personable and genuinely love interacting with Guests
Empowered to rectify and resolve Guest questions
If you are interested in being considered for this diverse, rewarding, and challenging opportunity please apply today.
