Senior Customer Service Officer, Festival Walk (Based in Hong Kong)

The Role

On a rotational basis to act as the Duty In-charge to oversee the daily operations of the Concierge and provide coaching andguidance to CS team members.

Job Responsibilities

• Supervise the Customer Services Team to provide excellent services to shoppers and tenants with exceptional customer experiences
• Manage written and verbal customer enquiries across platforms in a timely and quality manner
• Assist Marketing Team to maintain smooth operation of the mall loyalty programme and mall events
• Provide coaching and mentorship to enhance team capabilities and service standards
• Manage rosters and relevant administrative tasks of the Customer Services Team

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Job Requirements

• Diploma or Certificate in related disciplines
• 5+ years of experience in customer service with 2+ years in a supervisory role, preferably in the Retail/ shopping malls, to bring valuable insights and best practices to the team
• Strong interpersonal and communication skills, with the ability to build rapport with customers and stakeholders at all levels
• Excellent problem-solving and decision-making skills to handle complex customer issues and drive positive outcomes
• Proficient in Microsoft Office to effectively manage reports and team communications
• 5-day work week at both office and Concierge; shift duty and 9 hours per day
• Candidate with less experience could be considered as Customer Service Officer