Mall Customer Experience Leader

Randstad Malaysia; Kuala Lumpur; On-site; MYR 66,960 - 100,440; Full time

Job summary

Randstad Malaysia is seeking a Customer Service Supervisor for a mall environment in Kuala Lumpur. The role involves leading the customer service team, addressing shopper and tenant inquiries, and coordinating with operations and marketing to ensure high service standards.

The ideal candidate has 3–5 years of customer service experience with supervisory exposure, strong communication skills, and a customer-focused mindset. Willingness to work shifts, weekends, and public holidays is required.

Qualifications

• Diploma/Bachelor’s Degree in Business Administration, Hospitality, Communications or related field.
• Minimum 3-5 years of customer service experience with at least 1-2 years in a supervisory role (experience in retail malls, hospitality or service industry preferred).
• Strong leadership, interpersonal and communication skills.
• Customer-oriented with the ability to handle complaints and resolve issues effectively.
• Proficient in MS Office applications; knowledge of customer service systems is an advantage.
• Willing to work on shifts, weekends and public holidays as required.

Responsibilities

• Supervise the customer service team to ensure excellent service delivery to shoppers, tenants and visitors of the mall.
• Handle customer complaints, feedback, and inquiries in a professional and timely manner.
• Lead, train and coach customer service staff to deliver quality service.
• Assist in managing mall information services, lost & found items, gift redemptions and promotions at the counter.
• Support marketing and promotional activities, including events, campaigns and festive programs.
• Coordinate with tenants, security and operations teams to address customer-related matters.
• Prepare reports on customer feedback, inquiries and service performance.
• Ensure proper documentation and accurate record-keeping of customer service activities.

Skills

Mall Management

Mall Operations

Tenant Management

Hospitality

Customer Service

Customer Experience

Property

Real Estate

Mall

Education

Associate Degree/Diploma

Job description

Randstad Malaysia is seeking a Customer Service Supervisor for a mall environment in Kuala Lumpur. The role involves leading the customer service team, addressing shopper and tenant inquiries, and coordinating with operations and marketing to ensure high service standards.

The ideal candidate has 3–5 years of customer service experience with supervisory exposure, strong communication skills, and a customer-focused mindset. Willingness to work shifts, weekends, and public holidays is required.