Customer Experience Champion

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $45,000 - $77,000
Job Overview

Mirvac aims to deliver exceptional guest experiences by fostering a culture of innovation, diversity, and optimism. Our team is driven to create better outcomes for customers, partners, investors, and communities.

We focus on sustainability, technology, and shared value, ensuring benefits are returned to all stakeholders.

Your Opportunity
  • As a Guest Services Assistant, you will ensure consistently high levels of service delivery.
  • You will provide positive experiences for guests with a willingness to go above and beyond to meet their needs, playing a key role in our Guest Support Centre as well as face-to-face within our centres.
  • You will communicate comprehensive information and knowledge, resolve guest inquiries, and address any concerns or issues promptly.
  • You will also support the Centre team with ad hoc administrative, marketing, and operational duties, utilizing your passion for helping others to deliver memorable and rewarding experiences to our guests, retailers, and communities.
Key Responsibilities
  1. Deliver exceptional, consistent, and timely service through multiple channels, including face-to-face, phone, chat, social media, and email, responding to reviews, queries, and feedback.
  2. Develop guest experience practices by understanding guest needs and wants, keeping them front of mind in every aspect.
  3. Communicate timely information to guests and operators about stores, products, services, and in-centre activations and events.
  4. Assist guests with directions throughout the asset and queries about its services and surrounding area.
  5. Log feedback and requests to the appropriate management team member for escalation.
  6. Be visible on the floor and understand current operator promotions and offerings to assist with guest inquiries.
  7. Communicate confidently and articulately with excellent verbal and written skills when needed.
  8. Manage difficult guest and stakeholder queries.
  9. Embark patience, empathy, and operate effectively in a fast-paced environment.
  10. Rectify and resolve guest problems and concerns confidently.
  11. Manage the mobility bookings process as required, in accordance with Mirvac procedures.
  12. Contribute to the achievement of the Asset and Business Plans.
  13. Raise work and purchase orders and process invoices for the asset.
  14. Collect all operators' sales figures and commentary by due date and ensure accurate input.
  15. Adhere to Mirvac policies, procedures, and reporting deadlines, providing high-quality reports and quick responses to information requests.
  16. Support projects or additional duties as reasonably required.
Required Skills
  • 0-2 years of experience in a customer/guest service environment.
  • Experience working in a fast-paced environment, preferably in a Call Centre or Retail.
  • Willingness to go above and beyond for guests and retailers.
  • Proactive and self-motivated with problem-solving skills and system improvement abilities.
  • Patience, empathy, and presence in fast-paced situations.
  • Personable with a genuine love for interacting with guests.
  • Empowered to resolve guest questions independently.
  • Understanding of relevant legislation and legal obligations of the asset.
  • Team player with the ability to work independently, multitask, and adapt to change.
  • Exceptional administration, time management, and organizational skills with attention to detail.
  • Guest-centric focus with community awareness.
  • Excellent communication and interpersonal skills.
  • Ability to maintain confidentiality and discretion regarding asset information.
  • Willingness to learn and innovate.

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