Customer Service Officer

Cofreth (M) Sdn Bhd; Sepang; On-site; MYR 24,000 - 36,000; Full time

Job summary

Cofreth (M) Sdn Bhd is seeking a friendly front desk and customer service professional for a mall-based role in Malaysia. You will greet shoppers, visitors and tenants and provide information on facilities, services, promotions, events and hours across multiple channels.

You will handle enquiries, feedback and requests with professionalism, coordinate voucher redemptions, maintain records, and work with Security, Housekeeping and other teams to resolve issues swiftly.

Qualifications

• Minimum qualification: SPM/Diploma in Hospitality, Business Admin, or related field preferred.
• Previous experience in customer service, hospitality or front desk roles is an advantage.
• Excellent communication and interpersonal skills.
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook).
• Ability to multitask and handle high visitor traffic.
• Good communication skills in English; Mandarin an added advantage.

Responsibilities

• Greet and welcome shoppers, visitors and tenants in a friendly, courteous and professional manner.
• Provide accurate, up-to-date information on mall facilities, outlets, services, promotions and hours.
• Attend to customer enquiries in person, by phone, email and other channels.
• Handle feedback, requests and complaints with proper follow-up and escalation.
• Coordinate and process shopping voucher requests and redemptions; verify eligibility and maintain records.
• Maintain front desk and service area in a neat, presentable condition.
• Coordinate with Security, Housekeeping, Maintenance and other departments on inquiries and requests.
• Manage lost and found items per procedures and return to owners.
• Record feedback and service requests, assist in daily/periodic reports for management.
• Follow safety, security and emergency procedures and guide shoppers during emergencies.

Skills

MS Office

Excellent communication

Interpersonal skills

Multitasking

English proficiency

Education

SPM/Diploma (Hospitality, Business Admin, or related)

Tools

MS Office

Job description

This is a front desk and customer service role at a shopping mall, where you will greet and welcome shoppers, visitors and tenants, provide information on mall facilities and services, and handle customer enquiries and requests across multiple communication channels.

Key responsibilities

• Greet and welcome shoppers, visitors and tenants in a friendly, courteous and professional manner
• Provide accurate and up-to-date information on mall facilities, retail outlets, services, promotions, events, operating hours and other relevant matters
• Attend to customer enquiries in person, by telephone, email and other designated communication channels in a prompt and professional manner
• Handle customer feedback, requests and complaints professionally, ensuring appropriate follow-up and escalation to the Supervisor or relevant department when necessary
• Coordinate and process shopping voucher requests and redemptions, including verifying customer eligibility, completing the necessary documentation, maintaining accurate records and liaising with relevant departments or retailers
• Maintain the front desk and customer service area in a clean, neat, organised and presentable condition at all times
• Coordinate with Security, Housekeeping, Maintenance and other relevant departments to address customer enquiries, service requests and operational matters promptly and effectively
• Manage lost and found items in accordance with established procedures, including proper recording, safekeeping, verification and return of items to their rightful owners
• Record customer feedback, enquiries, complaints and service requests accurately, and assist in preparing daily or periodic reports for management
• Follow all established safety, security and emergency procedures, and provide appropriate assistance and guidance to shoppers, visitors and tenants during emergency situations

About you

• Minimum qualification: SPM/Diploma (Hospitality, Business Admin, or related field preferred)
• Previous experience in customer service, hospitality or front desk roles is an advantage
• Excellent communication and interpersonal skills
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook)
• Ability to multitask and handle high visitor traffic
• Good communication skills in English, both written and spoken. Proficiency in other languages, especially Mandarin, is an added advantage.
• Willing to work on weekends, public holidays and shift rotations

Company Information

Established since 1986, Cofreth is the leading solutions provider for Facilities Management and Energy Services in Malaysia. With strong shareholders support, we have successfully managed integrated facilities for renowned multinational corporations, government institutions, industrial & commercial buildings. Due to our expansion, we are now seeking dynamic individuals to join us in the following position: