CPN


icon Job Title
Location
CUSTOMER SERVICE / CONCIERGE OFFICER
NORMAL
Primary Responsibilities
  • Deal directly with customers either via telephone, electronically or face-to-face.
  • Manage customer-related programmes (e.g. Rewards/redemptions).
  • Handle and resolve customer enquiries and complaints promptly.
  • Record and process enquiries, comments, feedback or complaints, orders, forms, applications and requests (e.g. Lost & Found, Lost Child, Wheel Chairs, Strollers).
  • Obtain and evaluate all relevant information to handle enquiries.
  • Perform rotational walkabouts to provide mobile guest services to patrons.
  • Provide shop directions and information.
  • Perform customer verifications and manage their details and databases.
  • Organise workflow to meet customer timeframes.
  • Keep records of customer interactions and transactions, and details of actions taken.
  • Prepare and distribute customer activity reports.
  • Direct requests (and unresolved) issues to the designated resource or department.
  • Follow up on customer interactions.
  • Provide feedback on the efficiency of the customer service process.
  • Check and update all first aid kits within the shopping mall – at least once a month.
  • Provide administrative assistance to the Marketing team.

  Skill Requirements
  • Minimum 2 years’ experience in guest services.
  • Pleasant outlook and personality with a great smile and can-do attitude.
  • Able to multitask and adaptable.
  • Good command of the English language and Bahasa Malaysia (Spoken and written) knowledge of other languages (e.g. Mandarin) would be a plus.
  • Good interpersonal-communication and presentation skills.
  • Good strategic and analytical thinking skills.
  • IT-savvy, skillful with Microsoft Office (Word, Excel, PowerPoint).
  • Creative and driven.
  • Able to work independently and in a team.
  • Resourceful and willing to learn.
  • Meticulous/possess a keen eye for detail.
  • Sociable and fun-loving.
  • Able to work on shifts and on public holidays.

 
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