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.