Job Purpose
Primary point of contact for tenants and shoppers, ensuring a positive experience through prompt assistance, effective communication, and proactive engagement. Handling feedback and complaints, conducting mall checks, and providing operational support to enhance tenant relations and overall mall experience.
Job Accountabilities
Frontline Customer Service
- Greet and assist shoppers at the customer service counter with inquiries, directions, and general assistance.
- Manage redemption activities and customer programs during events and promotions.
Tenant Engagement & Mall Walkabouts
- Conduct walkabouts at mall opening and closing times (and during operation hours) to:
- Check and record that tenants are open and operating on time.
- Engage with tenants to build rapport and gather feedback.
- Observe and report any issues related to cleanliness, lighting, escalators, or other common areas
Complaint Handling
- Attend to and document all tenant and customer complaints via the standard complaint form.
- Liaise between tenants and the Maintenance/Operations team for timely follow-up and resolution.
- Monitor and record response times.
- Follow up with customers/tenants after service is rendered to ensure satisfaction before closing the complaint file.
Operations Support
- Maintain a neat and well-stocked customer service counter.
- Monitor and manage the loan of items such as wheelchairs, strollers, and umbrellas.
- Provide support during mall events, campaigns, and festive seasons.
- Assist with tenant coordination during emergencies or special circumstances.
Administrative Duties
- Record and report customer feedback, lost & found items, and equipment usage.
- Update daily reports/logs for management review.
- Manage promotional and event redemptions based on campaign mechanics.
- To assist in any administrative work for mall operations and maintenance as assigned
Emergency Response
- Assist during fire drills, evacuations, or other emergency situations as per mall protocols.
- Serve as a communication point between shoppers/tenants and emergency response teams when needed.
Surveys & Feedback Collection
- Conduct customer and tenant satisfaction surveys bi-annually or annually (as required).
- Compile findings and escalate key feedback to relevant departments.
Reporting & Documentation
- Maintain proper filing of complaints, feedback forms, and survey results.
- Provide regular updates and reports on tenant engagement, common area conditions, and service quality.
- Issue warning letters to tenants, when necessary, in accordance with mall operating procedures and under the guidance of Mall Management.
Minimum Essential Qualifications & Technical Competencies
Formal Education
Minimum SPM / Diploma in Business Administration, Hospitality, or related field.
Work Experience
Prior experience in customer service, preferably in a retail/mall environment.
Skills / Knowledge/ Qualifications
- Excellent interpersonal and communication skills.
- Proactive, observant, and detail oriented.
- Able to work in shifts, weekends, and public holidays as schedule.
