Customer Service Officer (Concierge)

1. Customer Assistance & Frontline Service
• Welcome and assist shoppers, tenants, and visitors in a friendly, professional, and courteous manner.
• Provide accurate information regarding mall facilities, tenant locations, promotions, events, operating hours, transportation services, and other general enquiries.
• Assist customers with concierge services including wheelchair and stroller loans, lost & found, gift wrapping, shopping assistance, and other customer service facilities.
• Provide special assistance during corporate events, festive celebrations, promotional campaigns, and official visits.
• Deliver excellent customer service and create a positive shopping experience for all customers.

2. Parking & Concierge Services
• Assist customers with parking-related enquiries, including parking ticket validation, parking payment guidance, season parking enquiries, and lost parking ticket procedures.
• Coordinate with the relevant department to resolve parking system issues and customer parking enquiries promptly.
• Ensure all concierge equipment and loan items are properly maintained and recorded.
• Ensure sufficient petty cash is available for daily operations and maintain accurate petty cash records and reconciliation.

3. Customer Enquiries, Complaints & Service Recovery
• Receive, investigate, and resolve customer enquiries, complaints, feedback, and service requests professionally and efficiently.
• Escalate unresolved issues to the Marketing Team Lead or relevant departments for further action.
• Follow up on customer complaints to ensure satisfactory resolution.
• Maintain accurate records of complaints, incidents, and customer feedback for reporting purposes.

4. Mall Information & Communication
• Maintain up-to-date knowledge of mall promotions, marketing campaigns, events, tenant information, operating hours, and directories.
• Communicate promotional campaigns, loyalty programmes, mall announcements, and safety information to shoppers.
• Act as the communication link between shoppers, tenants, and various departments to facilitate efficient service delivery.

5. Marketing & Event Support
• Assist the Marketing Department during mall events, exhibitions, roadshows, festive celebrations, promotional campaigns, and corporate activities.
• Support customer registration, redemption programmes, lucky draws, membership registration, gift redemption, voucher redemption, and promotional activities.
• Verify customer receipts and supporting documents for redemption programmes in accordance with company procedures.
• Assist with crowd control and provide customer assistance during major events.
• Support promotional setup and ensure event information is communicated accurately to customers.

6. Tenant Support & Coordination
• Assist tenants with general enquiries and coordinate with relevant departments regarding operational matters.
• Maintain effective communication with tenants on mall announcements, promotions, operational updates, and customer-related matters.
• Report any tenant feedback or operational concerns to the relevant departments for follow-up.

7. Safety, Security & Emergency Assistance
• Assist customers during emergencies, evacuations, and fire drills in accordance with established emergency procedures.
• Report suspicious activities, accidents, safety hazards, damaged facilities, and lost children immediately to the relevant departments.
• Ensure customer safety remains a priority while maintaining calm and professional communication during emergencies.

8. Administrative & Reporting Duties
• Record and maintain daily customer enquiries, complaints, incident reports, redemption records, and service requests accurately.
• Maintain proper documentation for concierge services, lost & found records, parking enquiries, and redemption activities.
• Perform opening and closing procedures of the Concierge Counter.
• Ensure all promotional materials, brochures, forms, and customer service supplies are adequately stocked.
• Conduct inventory checks on concierge equipment such as wheelchairs, strollers, umbrellas, safety aid kit and other loan items.
• Prepare daily, weekly, and monthly reports if any.

9. General Responsibilities
• Maintain a professional appearance and uphold the Company's service standards at all times.
• Comply with the Company's Standard Operating Procedures (SOPs), policies, safety regulations, and code of conduct.
• Work closely with the Marketing, Operations, Leasing, Security, Housekeeping, and other departments to ensure smooth mall operations.
• Attend training programmes, meetings, and briefing sessions as required.
• Perform any other duties assigned by the Management from time to time.