About THK:
The Hub Karen is a member of the Janus Continental Group (JCG), a group comprising of market-leading companies in the Energy, Real Estate, Conservation and Hospitality sectors.
The Hub Karen is the first-open air mall in the region integrating green energy. Offering so much more than a shopping mall, the vibrant community centre features a premier shopping location, open spaces, adventurous experiences and a man-made lake for recreational activities.
Following its opening in 2016, The Hub Karen quickly became the jewel of Nairobi. With its captivating architecture, many international brands opt to use The Hub Karen as their strategic launch pad into the Kenyan market.
The mall’s vision is to become the leading family destination in Nairobi through expanding on its food and entertainment offerings.
Job Purpose:
The overall purpose of the Customer Relations Officer role is to provide information services to mall visitors and/or redirect their enquiries accordingly, support in social media engagement, content creation and coordination of events.
Key Responsibilities:
Customer Service (40%):
- Manage the information desk and provide information about amenities, area
- Respond to queries from customers including screening and forwarding calls, taking accurate detailed messages and personally dealing with queries where possible.
- Maintain a record of all trading hours of all stores and have the same updated and available for customers.
- Communicate with the highest level of professionalism with all customers.
- a friendly, knowledgeable, helpful, and professional interaction to those served.
- Answer questions and provide information to customers.
- Investigate complaints and recommend corrective action as necessary to resolve complaints.
- Direct customers to the appropriate staff to address concerns or additional requests for information when unable to resolve within scope of authority.
- Monitor assigned social media accounts and respond to requests for information and service.
- Promote and educate customers about the various ongoing program.
- Communicate ongoing promotions and give enough information about them to the customers and encourage participation of the shoppers.
- Support management initiatives such as collection of information related to customer feedback related to any promotion/ marketing activity or surveys through distribution of questionnaires or handouts.
- Participating in creating online content for social media and related websites to drive engagement.
- Collect and analyze online customer feedback to generate quality online traffic.
- Enable successful events by identifying and fulfilling requirements and expectations for each event.
- Liaise with vendors, exhibitors, and stakeholders during the event planning process to ensure everything is in order.
- Participate all event set-up, set-down, and follow-up processes.
- Facilitate final inspections on the day of the event to ensure everything adheres to event requirements.
Operational Excellence (40%):
- Photocopy, mail and accurately file all internal hard copy documents ensuring sensitive information is always handled and stored confidentially.
- Recommend improvements and modifications on customer related processes to boost efficiency.
- Prepare various reports on customer queries and suggest ways to mitigate them.
- Proactively monitor ongoing mall activities for ways to improve customer experiences.
- Design and implement systems to identify ways in which customer experience can be improved and maintained.
- Compile and evaluate customer data and trends to increase overall footfall through social media engagements.
- Assist with emergency operations and communication as required.
- Review all directional signage to ensure they are up to date with regards to location and placement inside the mall.
- Foster adherence to all company policies and procedures.
Relationship Management (20%):
- Serve as liaison between customers and management to ensure customer service needs are met and responses are timely and appropriate.
- Coordinate communication to both customer and tenants on ongoing programs, projects services, events, activities, etc.
- Plan and implement special projects including research, analysis and presentation of recommendations as per agreed timelines.
- Coordinate assigned activities with other departments and outside agencies.
Skills and Experience required for this role:
- Bachelor’s Degree in a business-related discipline.
- At least 2 years of experience in customer service.
- Mall Management experience is desired.
- Proficiency in MS office applications.
- Strong problem-solving skills.
- Good communications skills.
- Strong negotiation skills
Application Guidelines
Kindly submit your application for consideration before May 9th, 2024.
Please be aware that due to the high volume of applications, only successful candidates will be contacted.
