Guest Experience Coordinator

17 hours ago

Brisbane, Queensland, Australia beBeeCustomerService Full time

About the Role

We are seeking a skilled Guest Experience Coordinator to join our team. As a key member of our support centre, you will provide exceptional service to our guests and retailers, ensuring that their experience is consistently positive and memorable.

Key Responsibilities

  • Manage guest expectations and deliver timely, consistent and exceptional service through multiple channels, including face-to-face, phone, chat, social media and email.
  • Create exceptional guest experiences by understanding guest needs and wants, and keeping them at the forefront of every interaction.
  • Communicate timely information to guests and operators about stores, products, services and in-centre activations and events.
  • Assist guests with directions and answer queries about the asset and its surrounding area.
  • Log feedback and requests to the appropriate person in the management team where escalation is required.
  • Be visible on the floor and understand current operator promotions and offerings to assist with guest enquiries.
  • Confidently communicate with excellent verbal and written communication skills when needed.
  • Manage difficult guest and stakeholder queries.
  • Embody patience, empathy and operate effectively in a fast-paced environment.
  • Resolve guest problems and concerns confidently and effectively.
  • Raise work and purchase orders and process invoices for the asset.
  • Collect sales figures and sales commentary by due date and ensure accurate input.
  • Support the asset team with general administrative tasks and keep the office running smoothly.
  • Adhere to policies and procedures and provide accurate and high-quality reports.

Requirements

  • Prior experience in a customer/guest service environment (0-2 years), preferably in a fast-paced environment such as a call centre or retail.
  • Personable and willing to go above and beyond for guests and retailers.
  • A proactive and self-motivated approach with the ability to solve problems and improve systems and procedural efficiency.
  • Patience, empathy and ability to operate effectively in a fast-paced environment.
  • A strong understanding of relevant legislation and legal obligations.
  • A team player attitude with the ability to work independently or as part of a team, multitask and adapt to change.
  • Exceptional administration, time management and organisation skills with strong attention to detail.
  • A guest-centric focus with an understanding of the local community.
  • Exceptional communication and interpersonal skills.

What We Offer

  • A diverse workforce with over 25 ethnicities and 33 languages spoken.
  • Diverse benefits packages including discounts across health, wellness, lifestyle, motor vehicle, travel and technology.

About Us

  • We are committed to providing exceptional experiences for our guests and retailers.
  • We value our employees and offer opportunities for growth and development.

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