Job Description

WE ARE HIRING....

CUSTOMER SERVICE MANAGER (MALL)

Responsibilities

Oversees the mall's customer service operations to ensure exceptional guest experience.

Manages customer service team, handles tenants and shoppers' inquiries, monitor service standard, and implements customer engagement initiatives that enhance the mall's reputation and foot traffic

Supervise daily operations of Customer Service Counter / Concierge

Ensure professional handling of all shopper and tenant inquiries, feedback, and complaints

Develop and maintain customer service policies, SOPs and standards

Monitor service performance and implement improvements to enhance guest satisfaction.

Lead, train and motivate customer service team to deliver consistent, high-quality service.

Plan staff duty rosters, evaluate performance and manage grooming and discipline standards

Conduct regular briefings and service training sessions

Act as a liaison between tenants and mall management for customer-related matters.

Coordinate with operations, security and housekeeping team to ensure service quality

Handle lost & found items and maintain proper records.

Liaise with security, housekeeping, and maintenance teams when necessary.

Assist in organizing mall events and promotional activities.

Prepare daily reports on customer service interactions and issues.

Assist in the sale and redemption of vouchers

To perform any other ad-hoc assignments as and when required by the Management.

Requirement

Diploma or Degree in Business Administration, Customer Service, or related field.

Minimum 3-5 years of experience in customer service, with a manager roles

Strong leadership, problem-solving, and communication skills.

Pleasant personality with a service-oriented attitude.

Strong understanding of customer service principles and practices.

Excellent communication and interpersonal skills.

Able to work on weekends and public holidays

Proficiency in customer service software and CRM system.

Prior experience in retail, hospitality, or customer service is an advantage.

Problem-solving and conflict resolution capabilities.

Detailed-oriented with commitment to delivering exceptional customer experiences.

Customer-focused mindset with a passion for delivering excellent service.

PLEASE EMAIL YOUR CV TO

sharonlow@hextarworld.com.my

Job Type: Full-time

Pay: RM8,000.00 - RM10,000.00 per month

Work Location: In person