Customer Service Representatives

Two Rivers Lifestyle Centre is East Africa’s ultimate family destination, offering a world-class mix of shopping, dining, entertainment, and leisure experiences. Home to a wide range of international and local brands, the Centre features flagship retail stores, a variety of restaurants and cafés, Africa’s largest Ferris wheel, and family-friendly attractions such as the theme park and the largest screen in East and Central Africa. With a strong focus on innovation, convenience, and memorable experiences, Two Rivers continues to redefine the shopping mall experience in the region.

Two Rivers Lifestyle Centre seeks to recruit Customer Service Representatives whose roles will be to ensure seamless and enjoyable shopping experience for all visitors. The role holders will assist with customer inquiries, provide directions, support mall events, and act as a visible presence to enhance safety and satisfaction.

Key Accountabilities:

• Welcome and assist visitors by providing accurate information, directions, and details about mall services, stores, and events.
• Maintain an organized and well-stocked customer service desk with brochures, maps, and promotional materials, ensuring minimal wait times.
• Offer on-ground assistance during weekend activations, seasonal promotions, and peak shopping periods to enhance customer experience.
• Serve as the primary point of contact for clients interested in branding and activations, addressing inquiries and coordinating with the marketing team.
• Guide shoppers throughout the mall, address navigation and security concerns, and conduct regular walkabouts to ensure a safe environment.
• Act promptly during emergencies, following established protocols to safeguard visitors and staff.
• Handle complaints and feedback professionally, ensuring timely and satisfactory resolutions.
• Collaborate with departments such as operations to resolve tenant-related issues efficiently.

Minimum Requirements:

• Bachelor’s degree in Business Administration, Marketing, Communication, or a related field.
• At least 2 years’ experience in customer service and sales support.
• Experience in a retail or event management will be an advantage.
• Strong communication and interpersonal skills.
• Excellent organizational and project management skills.
• Proficiency in Microsoft Office Suite.
• Ability to work collaboratively with internal teams and external partners.
• Problem-solving skills with attention to detail.
• Sales-oriented with the ability to negotiate and close deals.