Customer Experience Supervisor

Infiniti Indah Sdn Bhd; Kuantan; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent retail company in Kuantan is seeking a proactive Customer Experience Supervisor to lead their front-line team. The ideal candidate will have strong customer service experience and oversee daily operations to ensure excellent guest satisfaction. Responsibilities include guiding the team, handling guest feedback, and managing merchandise operations. Candidates should possess leadership skills, and experience in social media content creation is a plus. A positive attitude and willingness to work flexible hours are essential.

Qualifications

• Minimum 2-3 years experience in customer service, front-line supervision, or retail operations.
• Experience in social media content creating particularly TikTok, Instagram, Facebook is an added advantage.
• Strong communication, leadership, and problem-solving skills.

Responsibilities

• Supervise and guide the Customer Experience team to deliver exceptional service.
• Oversee daily operations including ticketing, guest assistance, and queue management.
• Manage retail and merchandise operations, including stock management and sales performance.

Skills

Customer service experience

Leadership skills

Problem-solving skills

Communication skills

Social media content creation

Job description

We are looking for a proactive and customer-focused Customer Experience Supervisor to lead our front-line team at Kuantan 188 Tower. The ideal candidate has strong retail or customer service experience, preferably from fast-paced environments such as lifestyle, health & beauty, or wellness retail settings. This role ensures smooth daily operations, excellent guest satisfaction, and consistent service standards across all touchpoints, including ticketing, promoting merchandise and photobooth services.

Key Responsibilities

• Supervise and guide the Customer Experience team to deliver exceptional service.
• Oversee daily operations including ticketing, guest assistance, and queue management.
• Ensure accurate storytelling and information sharing about Kuantan 188 Tower.
• Handle escalated guest issues professionally and provide timely resolutions.
• Monitor guest feedback and highlight improvement areas to management.
• Manage retail and merchandise operations: stock management, product display, replenishment, and sales performance.
• Train staff in product knowledge, upselling, and customer engagement techniques.
• Promote and drive sales for Kuantan 188 Membership, merchandise, and photobooth services.
• Ensure smooth and enjoyable photobooth experiences for guests.
• Collaborate with Sales, Marketing, F&B, and Operations teams to support campaigns and events.

Requirements

• Minimum 2–3 years experience in customer service, front-line supervision, or retail operations.
• Experience in social media content creating particularly TikTok, Instagram, Facebook is an added advantage.
• Strong communication, leadership, and problem-solving skills.
• Able to work on weekends, public holidays, and shift hours.
• Positive attitude, energetic, and passionate about creating great guest experiences.