customer service supervisor (mall operations).

about the company

about the job

• Supervise the customer service team to ensure excellent service delivery to shoppers, tenants and visitors of the mall.
• Handle customer complaints, feedback, and inquiries in a professional and timely manner.
• Lead, train and coach customer service staff to deliver quality service.
• Assist in managing mall information services, lost & found items, gift redemptions and promotions at the counter.
• Support marketing and promotional activities, including events, campaigns and festive programs.
• Coordinate with tenants, security and operations teams to address customer-related matters.
• Prepare reports on customer feedback, inquiries and service performance.
• Ensure proper documentation and accurate record-keeping of customer service activities.

skills and experience required

• Diploma/Bachelor’s Degree in Business Administration, Hospitality, Communications or related field.
• Minimum 3-5 years of customer service experience with at least 1-2 years in a supervisory role (experience in retail malls, hospitality or service industry preferred).
• Strong leadership, interpersonal and communication skills.
• Customer-oriented with the ability to handle complaints and resolve issues effectively.
• Proficient in MS Office applications; knowledge of customer service systems is an advantage.
• Willing to work on shifts, weekends and public holidays as required.

culture and benefits