Customer Service Officer

About the role
The Customer Service Officer serves as the first point of contact for shoppers and tenants, delivering exceptional customer service and ensuring a positive shopping experience. The role supports the daily operations of the Customer Service Counter, executes mall promotions and loyalty programmes, and assists in driving customer engagement initiatives.

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.