Job Description

Job PurposeTo support customers by providing helpful information, answering questions and responding to complaints.Job Responsibilities

• To manning the information counter, welcoming customer and assisting customers with enquiries and provide accurate information.
• To manage lost and found items services in the mall.
• Respond to injuries and accident in the mall.
• To manage and monitor all common facilities i.e. maintain the hygiene of the first aid room, wheelchair, baby stroller, etc.
• Support the Marketing Communications department in all promotional activities / campaigns / events including event set-up, redemption.
• To handle customer complaints and feedback.

Job Responsibilities (Con\'t)Job Responsibilities (Con\'t)Job Responsibilities (Con\'t)Impact / AccountabilityImpact
Customer Satisfaction and Loyalty:

• Enhances the customer experience.
• Promotes repeat business.

Revenue Growth:

• Increases sales.
• Generates free advertising through word-of-mouth.

Brand Reputation:

• Builds a positive image.
• Garners favorable customer reviews.

Competitive Advantage:

• Differentiates the mall through superior service.
• Attracts more customers compared to competitors.

Accountabilities
Clear Guidelines:

• Establish and maintain consistent customer service standards.
• Regular training to ensure adherence to these guidelines.

Performance Measurement:

• Gather customer feedback via surveys and comment cards.
• Track specific performance metrics like response time and satisfaction scores.

Management Oversight:

• Managers frequently monitor staff performance and provide support.
• Conduct meetings to discuss and improve customer service practices.

Complaint Handling:

• Implement a swift process for resolving customer complaints.
• Follow up with customers to ensure satisfaction post-resolution.

Use of Technology:

• Employ tools like CRM for efficient customer interaction management.
• Integrate chatbots and hotlines for real-time support.

Education/Professional Qualification

• SPM/STPM OR Diploma Holder
• Relevant training or courses that Secretary and Administrative

Professional ExperiencePossess at least 1- or 2-years\' experience in Secretary and Office AdministratorCompetenciesRisk ManagementGovernance, Risk and Integrity:Understand, at minimal:

• The Group and BU/OU/Support Department governance structure and process;
• BU/OU/Support Department operating parameters;
• Laws, rules and regulations impacting BU/OU/Support Department area of operations;
• The Group\'s principles and requirements of the Group\'s Code of Business Conduct ("COBC"), Group Policies and Authorities (\xe2\x80\x9cGPA\xe2\x80\x9d) and related policies and procedures.
• The basic application of risk management in the BU/OU/Support Department area of operations;

[the above is collectively known as \xe2\x80\x9crequirements\xe2\x80\x9d]Drive, lead and/or assist in:

• Maintaining compliance to the requirements.
• Guiding others, where required.
• Raise concerns and seek guidance when in doubt.

Sime Darby Property