Customer Service Representative

Role Overview

You will be the first point of contact for shoppers at a busy Nairobi mall, ensuring every visitor feels welcomed, informed, and well looked after. Day to day, you will handle enquiries at the service desk, assist with wayfinding, support events, and coordinate with security and tenant teams to resolve issues quickly. Your work directly shapes the mall’s reputation, turning casual visitors into loyal customers and keeping daily operations running smoothly.

Key Responsibilities

• Greet guests warmly as they approach the customer service desk, offering assistance with a positive and patient attitude.
• Answer questions about mall layout, store locations, restaurant options, restrooms, ATMs, parking, and wheelchair access, giving clear and confident directions.
• Manage enquiries across multiple channels, including in-person visits, phone calls, and official messaging platforms, responding promptly and accurately.
• Log complaints, suggestions, and compliments, then follow up with the relevant internal teams to ensure a timely resolution and keep customers informed.
• Handle lost-and-found reports, recording property details, issuing receipts, and coordinating retrieval with security in line with mall procedures.
• Support promotional campaigns, seasonal events, and mall activations by setting up the service desk area, distributing materials, and assisting customers with event participation.
• Maintain a tidy, welcoming service desk, restocking brochures, forms, and supplies while keeping the surrounding area clutter-free.
• Record daily interactions in the customer service log and provide accurate reports on recurring issues, service gaps, or frequently asked questions.
• Collaborate with mall security, facilities staff, and retail tenants to address safety concerns, maintenance needs, or special customer requests.

Requirements & Qualifications

• A diploma or certificate in customer service, hospitality, business administration, communications, or a related field is required; equivalent work experience may be considered.
• At least one to two years of hands-on experience in customer service, hospitality, retail, or a similar front-facing role, preferably in a high-traffic environment.
• Excellent spoken and written English and Kiswahili, with the ability to explain instructions clearly and politely to a diverse range of visitors.
• A naturally friendly and approachable manner, with strong interpersonal skills and the ability to build rapport quickly with strangers.
• Demonstrated problem-solving ability, especially when handling dissatisfied customers or unexpected situations with tact and composure.
• Good working knowledge of Nairobi’s streets, landmarks, and public transport routes so you can help visitors navigate the city confidently.
• Basic computer proficiency using email, spreadsheets, and customer service software or logs.
• Flexibility to work rotating shifts, including weekends and public holidays, as the mall operates every day.
• Physical stamina to stand for extended periods, move around the mall when assisting with events, and remain productive during peak shopping hours.