Customer Relations Officer (i-Counter), IPC Shopping Centre

Ikano; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading shopping centre in Malaysia seeks a Customer Relations Officer to enhance customer experience and assist visitors with inquiries. This full-time role involves managing information services, overseeing facilities, and facilitating customer-friendly initiatives. Candidates should possess strong interpersonal skills and ideally have experience in customer relations, along with proficiency in English and Bahasa Malaysia.

Qualifications

• Proficiency in English and Bahasa Malaysia; additional languages are an advantage.
• Experience in customer relations, telemarketing, front desk, or related fields.
• Ability to work shifts, including weekends and public holidays.

Responsibilities

• Operate the i-counter and assist customers with inquiries.
• Manage and monitor common facilities, ensuring they are well-maintained.
• Address customer and tenant complaints promptly and effectively.

Skills

Interpersonal skills

Customer relations

Communication

Education

SPM or higher education qualification

Job description

Customer Relations Officer (i-Counter), IPC Shopping Centre

• Full-time
• Department: Customer Relations

GREAT place for shopping, leisure and meetings for my family and friends; with a GOOD MIX of retail offerings that make every wish AFFORDABLE.

Located at the heart of the upmarket and affluent Damansara neighborhood, IPC Shopping Centre attracts a sophisticated customer profile and adjoins IKEA Damansara, one of the most successful stores in the IKEA family, ranking in the top 10 worldwide for footfall. We are among the first in many shopping centres under Ikano Centre’s portfolio across Southeast Asia.

IPC Shopping Centre is a family-friendly destination that offers more than just shopping; it provides a memorable experience that encourages visitors to return repeatedly. We aim to bring bright smiles and laughter to our shoppers.

Managing the Information Counter:

• Operate the i-counter, assist customers with inquiries, and provide accurate information about the centre’s activities.
• Manage and monitor all common facilities and areas to ensure they are in good condition and well-maintained.
• Oversee Family Friendly Services such as maintaining hygiene of Power Scooters, Wheelchairs, Baby Strollers, etc.
• Address customer and tenant complaints, follow up on feedback forms, and respond appropriately.
• Serve as the main liaison between tenants and management on daily operations.
• Distribute management correspondence, circulars, and information to tenants.
• Record lost and found items, and send unclaimed items to Security at the end of each business day.
• Respond to injuries and accidents, escalating to the Duty Manager if necessary.
• Make general announcements over the public announcement system.
• Interact with customers, attend to queries and feedback promptly and professionally.
• Handle inquiries via phone, email, WhatsApp, etc., providing timely updates to customers and management.
• Manage redemption activities for Gift with Purchase (GWP), birthday gifts, e-vouchers, rewards, and other marketing initiatives, including providing regular status updates to management.
• Conduct daily stock and inventory checks of all premiums, reporting findings to the marketing department.
• Promote and educate customers on the benefits of the loyalty program to meet their needs.
• Support the day-to-day operations of loyalty programs, CRM system, EV charging stations, Traffas workpods, and RBBC, following SOPs and policies.
• Manage loyalty memberships, promotional campaigns, activities, inventory, and reward redemptions.
• Oversee the customer experience at EV charging stations, Traffas workpods, and handle inquiries regarding RBBC, reporting issues to management and following up with customers.
• Conduct sharing sessions on customer service in coworker meetings.

Coordination with Marketing Department:

• Stay informed about all promotions and events in the centre.
• Update supervisors on tenant promotions.
• Perform any ad-hoc duties as assigned.

Minimum qualifications and skills include:

• SPM or higher education qualification.
• Proficiency in English and Bahasa Malaysia; additional languages are an advantage.
• Experience in customer relations, telemarketing, front desk, or related fields.
• Strong interpersonal skills and a pleasant personality.
• Team player with a people-oriented approach.
• Ability to work shifts, including weekends and public holidays.