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.