Customer Service Officer

Customer Service Officer - For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification.

**Role Purpose**:The position is mainly responsible for the day to day smooth operations of the Customer Service Information Desk / booth ensuring that all customer service related activities is carried out in accordance with the prescribed policies and guidelines and the services provided are of the highest level standards to ensure a pleasant customer experience.

• Ensure smooth day to day operations of the Customer Service Information Desk / Booths under the direction and guidance of Supervisor / Manager Customer Service and in accordance with the established Customer Service guidelines / procedures in order to serve the customers with quality services.
• Display a high level of personal grooming and perform duties in official attire at the work place in accordance with the companys established grooming / professional attire standards to promote MAFPs image.
• Assist the visitors / customers at the Information Desk / Booths by providing clear directions, information on on-going / upcoming mall promotional events / activities, answering to queries (both on the phone or in person) and performing other Shopping Centre specific duties as assigned.
• Ensure to maintain a positive, polite and professional attitude all the times for serving each customer in order to create a memorable customer experience.
• Perform meet and greet duties for tour related groups, educational institutions etc.

• Responsible for efficient handling of all routine /minor customer complaints / enquiries (both on the phone and in person) on a daily basis.

• Handle all retail related complaints received from tenants and inform the relevant security, maintenance and other concerned SMBU departments immediately.

• Responsible for efficient handling of the merchandise and services sold at the booth, including maintaining accurate inventory levels and strictly following all related SMBU Finance procedures.
• Ensure that any discrepancies e.

• Achieve yearly Gift Card sales target in the assigned Shopping Centre and ensure that all cash handling relating to it follow strict adherence to the SMBU Finance guidelines / procedures.
• Assist the Shopping Centre customers in performing the necessary procedures for services like car cleaning and valet services, gift wrapping, stroller rental, wheelchair loans, gift voucher sales, loyalty program, etc.

• Ensure that all Lost and Found formalities are fully complied with the established Customer Service policies and procedures and well communicated to tenants / customers.
• Ensure that the assigned Shopping Centre always looks its best in terms of cleanliness and report any problems or concerns immediately to the Supervisor / Manager Customer Service for timely resolution.
• Facilitate SMBU Marketing in smooth running of mall promotions and events and actively promote the promotional activities to the customers.
• Assist the Supervisor / Customer Service Manager in maintaining accurate and up to date in-mall directories, retailer manual and contact details of all Tenants in the assigned Shopping Centre.
• Build and maintain a positive and congenial Tenant Relations (with new / existing) and others such as government and community groups in order to enhance the MAFPs image.