Job Description

Pr\xc3\xa9pos\xc3\xa9, Service \xc3\xa0 la client\xc3\xa8le

Principales responsabilit\xc3\xa9s

• Conna\xc3\xaetre de fa\xc3\xa7on approfondie tous les services du centre commercial, ses commodit\xc3\xa9s et installations, ses magasins et emplacements, ses activit\xc3\xa9s promotionnelles et ses outils de confort;
• Prendre les devants pour trouver des occasions de cr\xc3\xa9er des interactions m\xc3\xa9morables avec les clients, et aider les clients en leur fournissant un service de qualit\xc3\xa9 exceptionnelle;
• S\'efforcer de constamment am\xc3\xa9liorer et renforcer le service \xc3\xa0 la client\xc3\xa8le du centre et de trouver de nouvelles id\xc3\xa9es \xc3\xa0 int\xc3\xa9grer \xc3\xa0 l\'offre de services;
• Interagir avec les consommateurs et les d\xc3\xa9taillants avec courtoisie et efficacit\xc3\xa9;
• Vendre des Cartes-Cadeaux du centre commercial et \xc3\xa9tablir la balance entre les ventes et les transactions;
• Se montrer positif au t\xc3\xa9l\xc3\xa9phone et en personne;
• Aider les consommateurs en leur donnant des indications et des renseignements et en r\xc3\xa9pondant \xc3\xa0 leurs questions;
• Motiver et outiller les \xc3\xa9quipes de service \xc3\xa0 la client\xc3\xa8le afin qu\'elles offrent une exp\xc3\xa9rience client et des interactions m\xc3\xa9morables;
• Se tenir au courant des articles et des services offerts, des prix de vente, des soldes et des \xc3\xa9v\xc3\xa9nements sp\xc3\xa9ciaux pour \xc3\xaatre en mesure de formuler des suggestions cadeaux aux clients et de les diriger vers des boutiques qui r\xc3\xa9pondront \xc3\xa0 leurs besoins;
• Aider \xc3\xa0 la r\xc3\xa9alisation des \xc3\xa9v\xc3\xa9nements promotionnels, notamment en ce qui a trait \xc3\xa0 la distribution, \xc3\xa0 la compilation et au triage des bulletins de participation, aux GWP et aux ventes de billets dans le cadre d\'\xc3\xa9v\xc3\xa9nements sp\xc3\xa9ciaux;
• Conna\xc3\xaetre le manuel de gestion des situations d\'urgence du centre et comprendre clairement le r\xc3\xb4le du Service \xc3\xa0 la client\xc3\xa8le et ses champs de comp\xc3\xa9tence d\xc3\xa9crits dans le plan;
• Assumer les diverses t\xc3\xa2ches et responsabilit\xc3\xa9s qui seront demand\xc3\xa9es.
• Bilingue*, fran\xc3\xa7ais et anglais, parl\xc3\xa9s et \xc3\xa9crits.

Qualifications requises :

• Dipl\xc3\xb4me d\'\xc3\xa9tudes secondaires;
• Id\xc3\xa9alement, exp\xc3\xa9rience du service \xc3\xa0 la client\xc3\xa8le;
• Exp\xc3\xa9rience en vente (gestion de transactions et tenue de caisse);
• Attitude positive et motivation \xc3\xa0 fournir un excellent service client;
• Communiquer efficacement avec les consommateurs, les d\xc3\xa9taillants, la direction du centre, les fournisseurs de services ainsi que tout le personnel du centre commercial;
• Capacit\xc3\xa9 \xc3\xa0 travailler dans un environnement o\xc3\xb9 le rythme de travail est rapide, \xc3\xa0 mener plusieurs t\xc3\xa2ches de front tout en demeurant tr\xc3\xa8s professionnel;
• Bonnes aptitudes de communication orale et \xc3\xa9crite, le multilinguisme \xc3\xa9tant un atout;
• Capacit\xc3\xa9 \xc3\xa0 g\xc3\xa9rer et \xc3\xa0 r\xc3\xa9soudre des conflits;
• Se montrer aimable, accessible, proactif et ax\xc3\xa9 sur la r\xc3\xa9solution de probl\xc3\xa8mes;
• Aptitudes informatiques;
• Souplesse d\'horaire et disponibilit\xc3\xa9 pour travailler les week-ends, les soirs et les jours f\xc3\xa9ri\xc3\xa9s. Doit \xc3\xaatre disponible sur l\'int\xc3\xa9gralit\xc3\xa9 des heures d\'ouverture du centre.

Interactions orales et/ou \xc3\xa9crites avec des locataires ou partenaires externes bas\xc3\xa9s \xc3\xa0 l\xe2\x80\x99ext\xc3\xa9rieur du Qu\xc3\xa9bec (par exemple, fournisseurs de services, cabinets d\xe2\x80\x99avocats, pairs, banquiers, firmes de courtage, firmes d\xe2\x80\x99analyse de cr\xc3\xa9dit, agences de cr\xc3\xa9dits, client\xc3\xa8le non-francophone, etc.)

L\'utilisation du genre masculin a \xc3\xa9t\xc3\xa9 adopt\xc3\xa9e afin d\'all\xc3\xa9ger la lecture du texte et n\'a aucune intention discriminatoire.

Guest Services Representative

Specific accountabilities

• Maintain a thorough knowledge of the shopping centre\'s services, amenities/facilities, stores/locations, promotional activities, and comfort tools;
• Proactively seek opportunities to create memorable customer interactions assist customers and provide excellent service;
• Constantly strive to improve and build upon the centre\'s service and seeks new ideas to incorporate into service menu;
• Interact with shoppers and retailers in a courteous and efficient manner;
• Sell shopping centre gift cards and balance sales to transactions;
• Projects a positive attitude over the telephone and in person;
• Assist guests by providing directions/information and answering questions;
• Empower and motivate Guest Services teams to create memorable customer experience and interactions;
• Maintain store knowledge about merchandise, price points, sales or special events to be able to offer gifts or store suggestions based on the shopper\'s needs;
• Assist with promotional events in the areas of ballot distribution/collection/sorting, GWP\'s, special event ticket sales, etc.;
• Be aware of the centre\'s Crisis Management Manual and maintain a clear understanding of Guest Services role and areas of responsibility as outlined in the plan;
• Assume other duties and responsibilities as assigned.

Key requirements

• High school diploma;
• Previous cash/POS experience;
• Previous customer service experience preferred;
• Positive attitude and a strong desire to provide excellent customer service;
• Must be able to effectively communicate with shoppers, retailers, centre Management, Service Providers, and all the shopping centre personnel;
• Must be able to work in a fast-paced environment, with the ability to multi-task while maintaining a high level of professionalism;
• Strong bilingual (French/English) written and oral communication skills, multilingual skills a plus;
• Conflict resolution/management skills;
• Must be friendly, approachable, proactive and solution focused;
• Computer skills (excel, chrome);
• Flexible and able to work weekends, evenings, and holidays.
• Must be available during malls opening hours.
• Bilingual*, Fluency in written and spoken French and English.

*Oral and/or written interactions with tenants or external partners based outside Quebec (for example, service providers, law firms, peers, bankers, brokerage firms, credit analysis firms, credit agencies, non-French-speaking clients, etc.)

Location:

On-site \xe2\x80\x93Montreal, QC

If this job description resonates with you, we encourage you to apply even if you don\xe2\x80\x99t meet all of the requirements. We\xe2\x80\x99re interested in getting to know you and what you bring to the table!

About JLL \xe2\x80\x93

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500\xc2\xae company with annual revenue of $20.9 billion and operations in over 80 countries around the world, our more than 103,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAY. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit .

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