Job Description

 Customer Service & Experience

• Supervise daily customer service counter operations to ensure smooth and efficient service.
• Handle escalated customer complaints, feedback, and enquiries in a professional and timely manner.
• Ensure service standards and SOPs are consistently followed by the team.

Team Supervision & Training

• Lead, train, and coach customer service staff to deliver quality service.
• Schedule duty rosters and ensure adequate staffing coverage.
• Monitor staff performance and provide guidance for improvement.

Customer Service Operations & Support

• Manage customer service functions including information services, lost & found, gift redemptions, and counter promotions.
• Support marketing and promotional activities, including events, campaigns, and festive programs.
• Coordinate with tenants, security, and operations teams to resolve customer-related matters.

Reporting & Administration

• Prepare reports on customer feedback, enquiries, and service performance.
• Monitor service levels and highlight issues with recommendations for improvement.
• Maintain proper documentation and accurate records of customer service activities.

Job Requirements

Qualifications & Requirements

• Diploma / Bachelor’s Degree in Business Administration, Hospitality, Communications, or related field.
• Minimum 3–5 years of customer service experience (retail mall, hospitality, or service industry preferred).
• Strong leadership, interpersonal, and communication skills.
• Customer-oriented with the ability to handle complaints and resolve issues effectively.
• Pleasant personality, well-groomed, and professional in approach.
• Proficient in MS Office applications; knowledge of customer service systems is an advantage.
• Willing to work shifts, weekends, and public holidays as required (9.30am - 6.30pm and 1.30pm - 10.30pm)

Skills