Job Purpose To serve as the first point of contact for mall visitors by providing accurate information, delivering exceptional customer service, handling customer queries and complaints, coordinating with internal departments, and ensuring a welcoming and qualified experience that enhances customer satisfaction and the mall's brand image.

Key Roles & Responsibilities

1. Customer Assistance & Information

- Welcome visitors in a courteous and professional manner.
- Provide accurate information regarding mall stores, brands, offers, events, services, and facilities.
- Guide customers to store locations and mall amenities.
- Assist elderly visitors, differently-abled guests, and families whenever required.

KPI: Customer satisfaction score (CSAT) and number of customer queries resolved.

1. Customer Complaint Handling

- Receive, record, and resolve customer complaints promptly.
- Coordinate with Operations, Security, Housekeeping, Parking, and Retailers for complaint resolution.
- Escalate unresolved issues to the reporting manager.
- Maintain complaint records and ensure timely closure.

KPI: Complaint resolution within defined TAT and customer feedback rating.

1. Lost & Found Management

- Maintain proper records of lost and found articles.
- Coordinate with Security for verification and safe custody.
- Ensure proper documentation while handing over recovered items to rightful owners.

KPI: Zero discrepancies in Lost & Found records.

1. Mall Communication & Announcements

- Make professional public announcements for events, emergencies, promotions, and customer assistance.
- Disseminate information regarding ongoing campaigns and activities.

KPI:



Timely and accurate announcements.

1. Event & Promotion Support

- Support the Mall Marketing team during promotional events, exhibitions, and activations.
- Guide visitors participating in events and promotional campaigns.
- Assist in customer registrations for loyalty programs and promotional activities.

KPI: Smooth execution of events and customer participation.

1. Gift Voucher & Loyalty Program Assistance

- Assist customers with gift vouchers, promotional coupons, and loyalty program registrations.
- Explain program benefits and redemption processes.

KPI: Number of successful customer registrations and transactions supported.

1. Mall Operations Coordination

- Coordinate with Housekeeping, Security, Engineering, Parking, and Retailers for customer-related issues.
- Report operational concerns observed within the mall.

KPI: Timely reporting and closure of operational issues.

1. Visitor Feedback Management

- Collect customer feedback through digital or manual feedback forms.
- Prepare daily and monthly feedback reports.
- Highlight improvement areas to management.

KPI: Number of feedback responses collected and actionable insights shared.

1. Telephone & Email Handling

- Handle incoming telephone calls professionally.
- Respond to customer email inquiries and direct them to the concerned department.
- Maintain communication logs.

KPI: Response TAT and call handling quality.

1. MIS & Reporting

- Maintain daily reports on footfall inquiries, complaints, lost & found, announcements, and customer feedback.
- Submit daily, weekly, and monthly MIS reports.

KPI: 100% timely and accurate report submission.

📌 Front Desk Receptionist (Patna)
🏢 Ics Realty
📍 Patna