Customer Service Manager
Bukhatir Group - Sahara Centre
مجموع سنوات الخبرة :22 years, 5 أشهر
Major Duties & Responsibilities
•oversee the operation of the customer service booth.
•Transfer on a daily bases the income generated by strollers to the accounts dept thru Oracle.
•Taking care of the Gift Vouchers in terms of printing, stocks availability in the safe room and deposit the sale’s income on a daily basis to accounts.
•Responsible of all lost & found items.
•Recruit, hire, train and motivate all Customer Service staff.
•Maintain the daily record and reports during the promotion.
•Prepare the monthly schedule for the Customer Service staff.
•Build and maintain the tenant’s relationship with the mall management.
•Handle customer’s complaints and suggestions on a daily basis; forward them to the concern department / tenants and follow-up to ensure that the issue is solved. Encode all complaints in Oracle.
•Prepare the monthly report to the management.
•Observe the distribution of the coupons during promotions.
•Secure customer’s database inclusive of our loyal & regular customers so as to be used in our SMS campaigns.
•Prepare all complementary gift certificate to the winners.
• Assist in preparing the presentation to the manager and the executive committee on the mall preparation.
• Assist in preparation and distribution of all correspondence to the tenants.
• Assist in clerical filling & gathering promotions photos and advertising collateral, evaluation of events, etc…
• Coordinate different PR activities.
• Monitor the newspaper on a daily basis to check all the ads along with competitor’s ads.
• Assist in obtaining 3 quotes suppliers of events & events related requirements.
• Coordinate with suppliers for each promotion.
• Update and print all marketing brochure such as mall directory, events guide, tourism voucher booklets and other promotions materials.
• Prepare the circulars in Arabic to the tenants on promotions and events.
• Coordinate with suppliers during the installation of mall decoration.
• Liaise with the tenants during the promotions in order to build relationship between them and the mall management.
• Coordinate in organizing exhibitions (setup / dismantling, etc…).
• Assist in preparing events guide during the promotion including Arabic translation.
• Liaise with Government authorities on raffle draws and distribution of the promotions prizes to the winners.
• Assist in organizing the monthly tenants meeting.
• To supervise promotions and special events outside of regular office hours.
• Assist in the municipality requirements (correspondence, coordinate during the promotions &events held by marketing dept. or the municipality events).
• Responsible for marketing storage room, inventory and maintenance of all the store items.
• Responsible of raising all LPO’s to the suppliers, inventory, daily and monthly reports using Oracle system.
• Responsible of all marketing dept. purchase
• Liaise with media and advertising agency in terms of media plan, Po’s, checking the magazines and newspapers insertions.
• Receive all suppliers’ invoices and coordinate with the accounts dept. for the payment.
• Prepare the mall traffic and footfall using oracle application.
• Coordinate with the tenants for all governmental issues and promotion’s permissions.
• Coordinate with government authorities and suppliers during promotions and any other events
• In charge of the automated raffle system during promotions, coordinate the system agency and CS staff to ensure smooth execution of each promotion.
• Delivery of promotion’s prizes to relevant winners and submit all necessary documents to Sharjah Economic Dept & Sharjah Chamber of Commerce.
• Coordinate with the car agencies / dealers to obtain all formal documents while delivering the vehicle to the winners.
• Prepare annual budget for the marketing department.
• Handle the petty cash for both Marketing department as well as Customer Service.
• Handle central stationary requests for marketing dept.
• Coordinate with all Sharjah charitable organization (The Nobel Quran & Sunnah Est., Red Crescent, Sharjah City for humanitarian services, Sharjah Charity Intl’, etc…) for the donation stands and boxes.
• Responsible for the two complimentary shuttle buses:
• Petrol
• Uniform
• Services & maintenance contracts
• Insurance & registration renewal (Sharjah Police)
• Secure permission from Sharjah Municipality to print Sahara Advertisement on the buses.
• Prepare and print the mall directory:
• Liaise with the Leasing dept. for the new/closed tenants.
• Secure the updated information from the tenants: name, phone number, location, etc…
• Follow-up with the supplier: design, updates till the final layout and printing.
• Coordinate with tenants and supplier to install the backlit eyeballs:
• Logos
• Design approval
• Payment & Installation
Major Duties & Responsibilities
•Study and analyst the existing systems of different department and implement the old system with computerizes ones.
•Install all windows software as well as other computer software.
•Overall supervision to the network, train all the department members on the systems.
•Provide daily, monthly reports.