Customer Service Officer

Key Responsibilities: 1) Customer Experience & Service Excellence - Deliver professional, courteous and efficient customer service to shoppers, tenants and shoppers. - Attend to enquiries, feedback, complaints and service requests, ensuring timely resolution and escalation where necessary. - Maintain high service standards and uphold the mall's customer experience objectives. - Provide information on directions, services, promotions, events and tenant offerings. 2) Customer Service Counter Operations - Manage the daily operations of the Customer Service Counter, ensuring smooth and efficient service delivery. - Handle gift redemptions, loyalty programme and promotional mechanics in accordance with established guidelines. - Maintain accurate records and reports for customer service activities, redemption programmes and inventory management. - Ensure proper handling and safeguarding of premiums and redemption items. 3) Promotions & Events Support - Support the execution of mall marketing campaigns, events and shopper engagement initiatives. - Assist in the setup, administration and fulfilment of promotional activities and customer rewards programmes. - Engage shoppers proactively to drive participation in mall campaigns and loyalty initiatives. - Briefing tenants’ staff on promotional mechanics to entice shoppers to spend more at their outlets. 4) Operational & Administrative Support - Assist with manpower scheduling and roster planning in coordination with Customer Service Executives and Centre Management. - Monitor customer-facing facilities and coordinate with relevant departments to ensure a pleasant shopping environment. - Prepare operational reports and maintain accurate documentation as required. - Support emergency response procedures and operational contingencies when necessary. Requirements 1) Qualifications & Experience - Minimum GCE 'O' Level, NITEC, Diploma or equivalent qualification. - Minimum 2 years of relevant experience in shopping mall customer service, hospitality, hotel concierge, retail operations or a related customer-facing environment. - Experience in handling customer feedback and service recovery situations will be an advantage. 2) Skills & Competencies - Customer-focused with a passion for delivering excellent service. - Strong communication and interpersonal skills with the ability to engage diverse customer profiles. - Positive, proactive and service-oriented attitude. - Good organisational and multitasking abilities. - Ability to work independently as well as collaboratively within a team. 3) Digital & Technical Skills - Proficient in Microsoft Office applications (Word, Excel, PowerPoint and Outlook). - Familiarity with CRM systems, loyalty programmes, e-voucher platforms, mobile applications and digital redemption systems will be an advantage. - Strong digital literacy and confidence in assisting shoppers with mobile app downloads, account registration, e-payment and digital loyalty programme transactions will be highly preferred. - Knowledge of social media platforms and digital customer engagement tools will be a plus. 4) Other Requirements - Able to perform shift work, including weekends and public holidays. - Comfortable working in a fast-paced retail and customer service environment. - Bilingual in English and Mandarin will be an advantage to support a diverse shoppers’ profile. - Strong customer service mindset. - Ability to handle challenging situations with tact and composure. - Adaptability to digital transformation and evolving customer engagement platforms.