Job Description
1 Utama Shopping Centre, one of Malaysiaās leading retail destinations, is seeking a dedicated Officer/Executive, Customer Service to deliver exceptional service to shoppers and tenants. In this role, you will be the first point of contact for inquiries received via phone, email, or ināperson, handling feedback, resolving issues, and ensuring a seamless shopping experience.
You will proactively manage shopper and tenant interactions, maintain accurate records of communications, and coordinate with internal teams to address concerns swiftly. By monitoring satisfaction trends, you will contribute to continuous improvement initiatives that keep our centre at the forefront of customer excellence.
Each day brings diverse challenges, from assisting shoppers with directions and promotions to handling urgent complaints with empathy. You will work closely with the centreās management and operational teams to ensure that every interaction reflects our commitment to excellence. Regular training sessions and workshops will be provided to keep your skills sharp and keep you updated on the latest service standards.
We offer a supportive work culture, competitive remuneration, and opportunities for professional development within a thriving retail environment. Join our team and help shape the future of customer service at 1 Utama Shopping Centre.
Responsibilities
- Respond to shopper and tenant inquiries via phone, email, and ināperson interactions, maintaining a professional and courteous demeanor.
- Manage and resolve customer complaints and feedback, escalating complex issues to the appropriate department while ensuring timely resolution.
- Maintain accurate records of all communications and followāup actions in the CRM system, tracking progress and outcomes.
- Coordinate with internal teams (e.g., marketing, operations, security) to address service issues and implement improvement initiatives.
- Conduct regular checks of the shopping centreās common areas to identify service gaps and recommend corrective actions.
- Provide clear and upātoādate information on promotions, events, and centre policies to enhance the shopper experience.
- Assist in the preparation of reports on customer satisfaction metrics, highlighting trends and opportunities.
- Support the onboarding and training of new customer service staff, sharing best practices and procedural guidelines.
Qualifications
- Diploma or degree in Business, Hospitality, Communications, or a related field.
- Minimum 1ā2 years of experience in a customer service or call centre role, preferably in a retail setting.
- Excellent verbal and written communication skills in English and Bahasa Malaysia; additional languages are a plus.
- Strong problemāsolving abilities with a proactive approach to handling escalations.
- Proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with CRM tools.
- Ability to work in a fastāpaced environment, manage multiple tasks, and meet deadlines.
- A customerāfirst attitude with a passion for delivering outstanding service experiences.
- Willingness to work rotating shifts, including weekends and public holidays.