JOB SUMMARY
Responsible for delivery of customer care efforts, ensuring that all practices are in accordance with the company and department’s policies.
Responsible for the opening and closing of the Concierge Counter, ensuring all operations begin and end smoothly.
Manage the loaning of amenities such as wheelchairs, strollers, and other customer convenience items in accordance with standard procedures.
Handle and maintain proper records of all Lost & Found items, ensuring timely return to rightful owners.
Attend to customer feedback and inquiries through various channels:
Face-to-face interactions
Telephone calls
Customer Experience Hub (CEH) platform
Make public announcements when necessary to relay important information or updates to shoppers.
Assist in managing cases involving lost children or senior citizens, following mall SOPs to ensure their safety and well-being.
Conduct regular mall walks to stay informed about mall updates, tenants, and facilities for continuous learning and improved customer support.
Respond and provide support during emergency situations, including assisting with evacuations or directing customers to safety as required.
Minimum Diploma or equivalent qualification.
Basic understanding of customer experience and service principles.
Customer-oriented with a pleasant and approachable personality.
Able to read, write, and communicate effectively in English and Bahasa Malaysia.
Good interpersonal and communication skills.
Able to work independently and as part of a team.
Willing to work on shifts, weekends, and public holidays if required.
Prior experience in customer service, hospitality, or front desk roles is an added advantage.