Recruitment Application Form

A guest relations agent builds and preserves trusting relationships with our customers. You should also be reliable and customer-oriented, as you’ll serve as the primary point of contact for our customers visiting the showroom. A guest relations agent offers exceptional customer service by understanding requirements and directing guests to the right sales agent for further inquiries.

Ensure that visiting customers turn into potential clients through effective customer engagement and relationship-building skills. To succeed in this role, you should be an excellent communicator, able to work with sales and marketing teams and build rapport with customers. 

We also expect you to be a strategic thinker with an analytical mind and strong problem-solving skills.

Qualifications :

Bachelor’s degree or diploma in any relevant field.

1 year of proven experience in customer support and/or guest relations.

Key Responsibilities:

Highly self-motivated with a positive attitude and an energetic and enthusiastic approach to their work.

Cooperate and collaborate effectively with team members and agents to ensure smooth operations and delivery of objectives.

Build positive and productive relationships with customers for business growth.

Perform duties with skill, honesty, care and diligence.

Schedule regular meetings, discussions, and visits to PSI offices to update Line Manager on activities, operations and concerns related to the showroom.

Understand customer needs and suggest/recommend improvements in showroom activities and/or environment.

Provide customer support and handle all communications effectively. Cultivate effective guest servicing and customer relationships to convert visitors into potential clients. Address customer complaints and queries promptly and professionally. Inform customers about company products, services and promotions. Ensure that customer requests are handled timely and accurately. Develop new strategies to improve customer/guest satisfaction. Abide by the mall’s operational and health and safety regulations. Act as a strong ambassador for PSI by maintaining a professional approach in all guest interactions. Exceed customer’s expectations by providing the best approach in meeting guests needs and requirements. Abide by PSI code of conduct by appearing formal, elegant, and being professional all the time. Answering and responding to customer inquiries as per PSI policy. To maintain SLA for response time and follow up with the customers. Redirecting leads immediately to designated staff as per PSI policy and process. All client communications need to be done through the PSI official number and follow email equities. Maintaining a positive, empathetic and professional attitude toward customers at all times. Responding promptly to customer inquiries.

Communicating with customers through various channels. Acknowledging and resolving customer complaints Knowing our products inside and out so that you can answer questions. Keeping records of customer interactions, transactions, comments and complaints. Welcome and greet guests visiting PSI's showroom. Offer refreshments to visitors and seat them in designated area. Ensure a professional communication with PSI clients and abide by Company code of conduct. Understand and anticipate customer requirements and direct them to the right showroom staff. Provide high quality customer service to customers by going the extra mile to make sure guests are satisfied. Enter client details in client registration form and maintain accurate records. Attend to special guests (e.g. VIPs) and answer their inquiries. Approach potential customers to establish relationships by providing information about PSI Properties and Projects. Direct upselling and cross-selling opportunities to the sales team. Build sustainable relationships of trust through open and interactive communication with clients. Handle complaints and offer appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Improve customer experience with an aim of converting them into PSI clients. Obtain customer feedback and update relevant showroom staff and/or headoffice on further course of action. Maintain a log of complaints and incidences at the showroom. Maintain a log of visitors (numbers of customers at opening and closing time), window shoppers, converted customers, and walk-ins. Update showroom wall screen with PSI’s marketing materials, and coordinate with Marketing team for updated materials. Update progress and tasks done in Slack for head office review. Ensure that showroom is clean and tidy and cleaning schedule is strictly adhered to by cleaning staff. Ensure that proper breaktimes are adhered to by showroom staff. Follow health and safety regulations at the showroom at all times and ensure that they are adhered to by all staff. Maintain communication with mall management and staff (security, duty manager) for smooth showroom operations and/or maintenance issues. Immediately notify Management upon receipt of any official Mall notice, and cascade communication to showroom staff accordingly. Update sales team and guest relation agent’s rotation and schedule on smart sheet and in WebHR. Maintain showroom’s staff details such as Galleria work permit, PCR tests, vaccination details etc. Keep track of pantry and refreshment supplies in the showroom and replenish as and when required. Maintain an assets list in the showroom and ensure that company assets and devices in the showroom are carefully handled and stored in a secure place. Keep a backup of showroom keys and maintain details of respective personnel using the key. An attested bachelor’s degree / higher diploma in hospitality or aviation.

Skills & Competencies:

Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment. Customer orientation and ability to adapt/respond to different types of clients. Knowledge of customer relationship management (CRM) practices. Fluency is English communication (written and verbal). Interpersonal and presentation skills. Positive Attitude. Outgoing and pleasing personality. Bilingual – English and Arabic (preferred). Excellent organizational and time management skills.