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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.
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