Customer Service Executive
Job Summary
The Customer Service Executive will oversee daily counter operations and lead the team to ensure high-quality service standards. You will handle escalated customer enquiries and complaints while coordinating with various departments for smooth mall operations. Additionally, you will support marketing events and maintain detailed service performance records.
Responsibilities
- Supervise daily counter operations
- Handle customer complaints and feedback
- Lead and train service staff
- Coordinate events and promotions
- Prepare service performance reports
Required Skills
- 3-5 years customer service experience
- Strong leadership and communication
- Proficiency in MS Office
- Problem-solving and conflict resolution
- Shift work flexibility
Job Details
Customer Service & Experience
- Supervise daily customer service counter operations to ensure smooth and efficient service.
- Handle escalated customer complaints, feedback, and enquiries in a professional and timely manner.
- Ensure service standards and SOPs are consistently followed by the team.
Team Supervision & Training
- Lead, train, and coach customer service staff to deliver quality service.
- Schedule duty rosters and ensure adequate staffing coverage.
- Monitor staff performance and provide guidance for improvement.
Customer Service Operations & Support
- Manage customer service functions including information services, lost & found, gift redemptions, and counter promotions.
- Support marketing and promotional activities, including events, campaigns, and festive programs.
- Coordinate with tenants, security, and operations teams to resolve customer-related matters.
Reporting & Administration
- Prepare reports on customer feedback, enquiries, and service performance.
- Monitor service levels and highlight issues with recommendations for improvement.
- Maintain proper documentation and accurate records of customer service activities.
Qualifications & Requirements
- Diploma / Bachelor’s Degree in Business Administration, Hospitality, Communications, or related field.
- Minimum 3–5 years of customer service experience (retail mall, hospitality, or service industry preferred).
- Strong leadership, interpersonal, and communication skills.
- Customer-oriented with the ability to handle complaints and resolve issues effectively.
- Pleasant personality, well-groomed, and professional in approach.
- Proficient in MS Office applications; knowledge of customer service systems is an advantage.
- Willing to work shifts, weekends, and public holidays as required (9.30am - 6.30pm and 1.30pm - 10.30pm).