Customer Services Officer - Cityplaza

SWIRE PROPERTIES LIMITED; Hong Kong; On-site; HKD 190,000 - 279,000; Full time

Job summary

Swire Properties Limited is seeking a Customer Services Officer for the Cityplaza property management team in Hong Kong. The role focuses on delivering quality service to premium members and shoppers, handling inquiries and managing loyalty activities.

The candidate should have at least 1 year of customer service experience, be fluent in English and Chinese (Cantonese/Putonghua), and be comfortable with rostered shifts on a 5-day, 9-hour schedule. Knowledge of VIP lounges is a plus.

Qualifications

• Minimum 1 year of relevant customer service & hospitality experience
• Experience serving premium members or in a shopping mall is a plus
• Fluent in English and Chinese (Cantonese and Putonghua)

Responsibilities

• Handle inquiries and complaints at the information counter
• Provide operational support for the loyalty programme and promotional activities
• Manage VIP concierge areas and membership related matters

Skills

Customer service

Communication skills

Microsoft Office

Education

HKDSE/HKALE or above

Job description

We are Makers - people who care deeply about shaping places where life, work and nature can flourish together. Grounded in our heritage and united by a culture of trust and respect, we dare to take on ambitious ideas and turn them into something real - thoughtfully, collaboratively, and with care for the communities we serve. Our people are at the heart of it all: free to be themselves, driven to make a difference, and inspired to create alongside others. Brick by brick, we build vibrant, inclusive spaces that stand the test of time - because real progress comes from people who choose to make it happen.

We are currently looking for a Customer Services Officer to join our Property Management Team at Cityplaza. Our team is specialized in providing quality customer services to our premium members and shoppers.

RESPONSIBILITIES

• Handle inquiries and complaints at the designated / information counter
• Provide operational support for the loyalty programme, and participate in various promotional activities
• Handle the membership related matters and manage the VIP concierge areas in organized ways

REQUIREMENTS

• HKDSE/ HKALE or above
• Minimum 1 year’s relevant experience in customer service & hospitality industry; Preferably with shopping mall experience
• Candidates with experience in serving premium members, working at and managing premium lounges will be a plus
• Builds strong customer relationships and delivers customer-centric solutions
• Develops and delivers communications that convey a clear understanding of the unique needs of different audiences
• Builds partnerships and works collaboratively with others to meet shared objective
• Proactive and pleasant personality
• Fluent in spoken English and Chinese, including Cantonese and Putonghua
• Basic computer skills such as Excel, Word, etc
• 5-day work with 9 hours daily, willing to work on a roster basis

BEHAVIOURAL COMPETENCIES

• Customer Focus
• Communicates Effectively
• Drives for Result
• Demonstrates Self-Awareness
• Learning Agility

WHY CHOOSE US

• Randstad Hong Kong: Awarded Most Attractive Employer in the Property and Real Estate sector for 2024 and 2025
• HRoot Awards (Chinese Mainland): Received the Best Employer Award for three consecutive years in 2023, 2024, and 2025, together with the Best Social Enterprises Award in 2024

As an equal opportunity employer, Swire Properties strives to foster a diverse workforce and inclusive workplace, where People can thrive.

If you require special assistance and accommodations during any part of the recruitment process, including the online application and/or the selection process, please reach out to us via email at any time.

If we haven't contacted you six weeks after your submission, then please consider your application unsuccessful this time.

All personal data collected during the application process will be kept for 12 months after its completion, and then destroyed. All information will be used for recruitment and appointment purposes only. The Company will handle all personal data confidentially in accordance with the Hong Kong Special Administrative Region's Personal Data (Privacy) Ordinance.