Job Description
Customer Service Executive
Department: Customer Service
Date: April 2026
Salary: 36.5 hours @ £12.71
SUMMARY OF ROLE
The Customer Service Executive at Zeus Mallusk will be the first point of contact for all customer inquiries, providing exceptional service to enhance the shopping experience. This role involves resolving customer issues, answering queries, and ensuring that all interactions are handled with professionalism and care. You will play a key part in fostering positive relationships between Zeus Mallusk and its customers.
PRINCIPAL RESPONSIBILITIES
Customer Assistance: Greet and assist customers with their inquiries in a friendly, efficient manner, both in person and over the phone.
Problem Resolution: Effectively address customer complaints, ensuring swift resolution and follow-up to ensure satisfaction.
Product Knowledge: Provide detailed and accurate information regarding mall services, promotions, and store offerings.
Return & Exchange Management: Process returns, exchanges, and refunds as per company policy.
Customer Feedback: Collect customer feedback and report insights to management to improve overall customer service and experience.
Collaboration: Work closely with other team members, mall security, and management to maintain a high standard of customer service.
Administrative Support: Assist with general administrative duties, including maintaining records, handling customer inquiries, and supporting mall events when needed.
SCOPE OF POSITION
The post holder will be expected to work any hours required in the execution of his/her duties. The role does not have line management responsibility.
LOCATION
This position is located in Zeus Packaging Mallusk, Newtownabbey, BT36 4FS.
PERSON SPECIFICATION
QUALIFICATIONS
Education: A high school diploma or equivalent. A college degree in business, hospitality, or related fields is an advantage.
Experience: At least 12 years of experience in customer service or retail, preferably in a busy environment such as a mall or shopping centre.
SKILLS
Excellent communication and interpersonal skills.
Strong problem-solving abilities and conflict resolution skills.
Proficiency in using basic office software (e.g. MS Office) and retail POS systems.
OTHER REQUIREMENTS
Ability to handle physically demanding tasks (e.g. standing for long periods, assisting with customer requests).
PERSONAL ATTRIBUTES
Friendly and approachable: Ability to make customers feel welcome and valued at all times.
Detail-oriented: Ensures all customer inquiries and requests are accurately addressed and followed through.
Patient and calm under pressure: Ability to handle difficult situations with composure and professionalism.
Team-oriented: Works well with others in a collaborative, fast-paced environment.
Proactive: Takes initiative to address customer needs and anticipates potential issues before they arise.
Positive attitude: Demonstrates a can-do attitude, contributing to a positive customer experience and workplace culture.
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