Job Summary:

The Customer Service Representative (CSR) is responsible for delivering exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive experience. This role involves interacting with customers through various channels such as phone, email, live chat, or in person, and providing information about products, services, policies, and more. The CSR plays a vital role in maintaining customer satisfaction, loyalty, and the overall success of the company.

Key Responsibilities:

1. Customer Support:

• Respond to customer inquiries in a professional and timely manner via phone, email, live chat, or other communication channels.
• Provide accurate information about products, services, pricing, and company policies.
• Resolve customer complaints and issues, aiming to provide effective solutions while maintaining a positive and courteous attitude.
• Process customer orders, returns, exchanges, and cancellations, following company policies and procedures.
• Assist customers in troubleshooting technical issues or product malfunctions and escalate issues when necessary.

2. Issue Resolution:

• Handle and resolve customer complaints or concerns efficiently, ensuring that issues are fully addressed and the customer is satisfied.
• Follow up with customers to ensure that issues are resolved to their satisfaction.
• Keep detailed records of customer interactions, inquiries, complaints, and actions taken in CRM (Customer Relationship Management) software or other systems.
• Identify common issues or areas for improvement and report them to management for process improvements.

3. Order Management:

• Process customer orders accurately, ensuring that product availability, pricing, and shipping details are correct.
• Track and manage customer orders, ensuring timely delivery and addressing any delivery issues.
• Assist with scheduling and coordinating shipments, ensuring customers are kept informed of any delays or changes.

4. Product Knowledge:

• Maintain up-to-date knowledge of the company’s products and services, as well as any promotions or new offerings.
• Provide customers with accurate and helpful information to help them make informed purchasing decisions.
• Educate customers on product features, usage, and troubleshooting if necessary.

5. Customer Retention:

• Promote loyalty programs, services, and upsell additional products when appropriate.
• Ensure customers feel valued and appreciated, helping build long-term relationships.
• Provide personalized assistance to customers based on their history and preferences.

6. Administrative Support:

• Assist in processing refunds, exchanges, or warranty claims as per company policy.
• Maintain accurate and organized records of customer interactions, orders, and issues.
• Handle customer account updates, including address changes, order history, and payment methods.

7. Team Collaboration:

• Work closely with colleagues, management, and other departments (such as sales, marketing, or logistics) to resolve complex issues and provide customers with seamless service.
• Participate in team meetings and contribute ideas for improving customer service processes and policies.
• Collaborate on special projects or initiatives to improve the customer experience.

8. Reporting & Feedback:

• Collect and report feedback from customers to management for potential improvements in products, services, or processes.
• Maintain performance metrics such as customer satisfaction scores, resolution times, and other key performance indicators (KPIs).
• Participate in training sessions to continuously improve knowledge and customer service skills.

Qualifications:

Education & Experience:

• High school diploma or equivalent (required); Bachelor’s degree (preferred).
• Previous experience in customer service or a customer-facing role is a plus, but not required.
• Familiarity with CRM software, ticketing systems, or order management systems is a plus.

Skills & Abilities:

• Excellent verbal and written communication skills.
• Strong listening skills and the ability to understand and address customer needs.
• Ability to remain calm and professional in stressful or challenging situations.
• Good problem-solving and conflict-resolution skills.
• Attention to detail and ability to handle multiple tasks simultaneously.
• Ability to work independently and as part of a team.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and basic computer skills.
• Familiarity with social media platforms and online communication tools (for online or remote customer service roles).

Working Conditions:

• Full-time or part-time position, with shifts that may include evenings, weekends, and holidays, depending on business needs.
• Office-based or remote work environment, depending on the company’s setup.
• Ability to sit or stand for extended periods and interact with customers for long hours.
• Flexibility to manage customer inquiries during high-demand seasons, such as holidays or product launches.

Compensation:

• Competitive hourly wage or salary based on experience.
• Benefits package (health insurance, paid time off, retirement plans, etc.) for full-time employees.

Job Summary:

The Picker/Packer is responsible for efficiently and accurately picking and packing products for shipment. This role involves working in a warehouse or fulfillment center, ensuring that products are picked according to customer orders, properly packed to prevent damage, and prepared for timely shipment. The Picker/Packer plays a crucial role in the logistics and supply chain process, ensuring high-quality standards and on-time delivery.

Key Responsibilities:

1. Picking:

• Accurately pick products from shelves based on customer orders, following specified guidelines and inventory systems.
• Use handheld scanners or other technology to locate and track items.
• Ensure correct items and quantities are picked, verifying product details before proceeding.
• Sort and organize items based on order requirements to prepare them for packing.

2. Packing:

• Safely pack products into boxes or other containers using appropriate materials (e.g., bubble wrap, packing peanuts, etc.) to prevent damage during transit.
• Ensure that packages are packed securely, with sufficient padding and labeling.
• Label packages with correct shipping information, including addresses, order numbers, and tracking numbers.
• Ensure packing complies with company and safety standards, including weight and size restrictions.

3. Quality Control:

• Double-check orders to ensure that the correct items are picked and packed, reducing errors.
• Inspect products for any damages or defects before packing.
• Follow guidelines to ensure orders meet quality standards, and identify any potential issues before shipment.

4. Inventory Management:

• Assist in maintaining accurate inventory levels by reporting any discrepancies or shortages during picking.
• Ensure proper handling of products to prevent damage, loss, or misplacement.
• Support stock rotation and inventory replenishment as needed.

5. Shipping Preparation:

• Prepare completed orders for shipment by arranging them in the correct shipping area or on pallets for easy transport.
• Ensure all required shipping documentation (e.g., packing slips, shipping labels) is included with each order.
• Follow company procedures for labeling, tagging, and preparing products for shipment.

6. Safety & Compliance:

• Adhere to warehouse safety protocols and guidelines, including the proper use of equipment and handling of products.
• Maintain a clean and organized work area, ensuring that materials and products are safely stored.
• Follow all OSHA and company safety regulations to prevent accidents and injuries.
• Report any safety hazards, damaged products, or malfunctions in equipment immediately.

7. Team Collaboration:

• Work collaboratively with other team members, including other pickers, packers, warehouse staff, and supervisors, to ensure efficient order fulfillment.
• Communicate effectively with team members and supervisors to resolve issues, track progress, and meet daily targets.
• Assist with training new team members as needed.

Qualifications:

Education & Experience:

• High school diploma or equivalent (preferred, but not required).
• Previous experience in a warehouse, fulfillment, or logistics environment is a plus.
• Experience with order picking, packing, or inventory management is a plus.

Skills & Abilities:

• Attention to detail with the ability to accurately pick and pack items.
• Basic math skills to ensure accurate counting and measurements.
• Ability to operate warehouse equipment, including handheld scanners, pallet jacks, and forklifts (if applicable).
• Strong organizational and time-management skills.
• Ability to work efficiently and meet productivity targets in a fast-paced environment.
• Good physical stamina and ability to lift and move products (typically up to 50 lbs).
• Strong communication skills, both written and verbal.

Working Conditions:

• Full-time or part-time position, with shifts that may include evenings, weekends, or holidays, depending on business needs.
• Warehouse environment with exposure to noise, varying temperatures, and possible lifting of heavy objects.
• Physical demands include standing, bending, lifting, walking, and reaching.
• Use of personal protective equipment (PPE) as required (e.g., gloves, safety shoes, etc.).

Compensation:

• Competitive hourly wage based on experience.
• Benefits package (health insurance, paid time off, retirement plans, etc.) for full-time employees.

Job Summary:

The Administrator of a Shopping Mall is responsible for overseeing the daily operations, management, and administrative functions of the shopping mall. This position ensures that the mall runs smoothly, efficiently, and profitably while maintaining a high level of customer satisfaction. The administrator will oversee leasing, tenant relations, marketing, maintenance, and security, while also managing budgets and ensuring compliance with regulations.

Key Responsibilities:

1. Operations Management:

• Oversee the day-to-day operations of the shopping mall, ensuring that all areas of the property are functioning effectively and efficiently.
• Supervise and coordinate the activities of various departments including maintenance, housekeeping, security, and customer service.
• Ensure the mall is clean, safe, and well-maintained at all times.
• Respond to tenant and customer inquiries and resolve issues promptly.

2. Tenant Relations & Leasing:

• Manage tenant relationships by providing ongoing support, addressing concerns, and ensuring tenant satisfaction.
• Coordinate the leasing process, including negotiating lease agreements, handling renewals, and managing vacant spaces.
• Work with tenants to ensure their compliance with mall policies and regulations.
• Assist in tenant recruitment and marketing strategies to attract high-quality tenants to the mall.

3. Financial Management:

• Prepare and manage the mall’s operating budget, ensuring cost-effectiveness and profitability.
• Monitor expenses, rent collections, and ensure all financial obligations are met in a timely manner.
• Prepare financial reports for upper management and make recommendations for improving financial performance.
• Assist in setting rental rates and reviewing leases to optimize revenue.

4. Marketing and Promotions:

• Develop and implement marketing strategies to promote the mall and drive foot traffic.
• Plan and execute events, promotions, and advertising campaigns to enhance the mall’s visibility and reputation.
• Collaborate with tenants to promote in-mall sales and special events.
• Use social media and digital platforms to increase engagement and attract new customers.

5. Security & Safety:

• Ensure the mall operates in compliance with health and safety regulations.
• Oversee the mall’s security team to ensure the safety of customers, tenants, and staff.
• Implement and maintain emergency procedures and crisis management protocols.
• Conduct regular safety inspections and coordinate with local authorities as needed.

6. Customer Service:

• Provide excellent customer service by responding to inquiries and resolving complaints.
• Ensure the mall provides a welcoming and positive shopping experience.
• Oversee the customer service team, ensuring high levels of service and satisfaction.

7. Reporting & Documentation:

• Prepare and present reports related to mall operations, financial performance, and key performance indicators (KPIs) to senior management.
• Maintain accurate records of leases, tenant agreements, maintenance logs, and financial transactions.
• Ensure compliance with legal and regulatory requirements in all aspects of mall management.

Qualifications:

Education & Experience:

• Bachelor’s degree in Business Administration, Facility Management, Real Estate, or a related field. A Master’s degree or certification in mall management is a plus.
• Minimum of 3-5 years of experience in retail management, property management, or a similar role, preferably in a shopping mall environment.
• Proven experience in financial management, including budgeting and expense control.

Skills & Abilities:

• Strong leadership and interpersonal skills, with the ability to manage a diverse team.
• Excellent problem-solving and conflict resolution skills.
• Knowledge of real estate and lease agreements.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and mall management software.
• Strong communication skills (both written and verbal).
• Ability to multitask and prioritize in a fast-paced environment.
• Knowledge of safety, security, and emergency protocols.

Working Conditions:

• Full-time position, with flexibility for evening, weekend, and holiday shifts as necessary.
• Office-based work, with frequent interaction with tenants, customers, and various stakeholders within the shopping mall.
• Occasional outdoor work may be required for mall maintenance and security inspections.

Compensation:

• Competitive salary based on experience.
• Benefits package (health insurance, paid time off, retirement plans, etc.).