Mall Front Desk & Guest Experience Specialist

Cofreth (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 24,000 - 42,000; Full time

Job summary

Crofreth (M) Sdn Bhd is seeking a front desk and customer service professional at a busy Kuala Lumpur mall. You will greet shoppers, visitors and tenants, provide up-to-date information about mall facilities, outlets, services, events and hours, and handle enquiries with professionalism.

You will manage customer feedback and complaints, process voucher requests, maintain a tidy service area, and coordinate with security and maintenance teams to address inquiries and service requests.

Qualifications

• Minimum qualification: SPM/Diploma (Hospitality, Business Admin, or related field preferred)
• 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
• Willing to work on weekends, public holidays and shift rotations

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

Skills

Communication

Interpersonal skills

MS Office

multitask

Education

SPM/Diploma

Hospitality

Business Admin

Tools

MS Office

Job description

Crofreth (M) Sdn Bhd is seeking a front desk and customer service professional at a busy Kuala Lumpur mall. You will greet shoppers, visitors and tenants, provide up-to-date information about mall facilities, outlets, services, events and hours, and handle enquiries with professionalism.

You will manage customer feedback and complaints, process voucher requests, maintain a tidy service area, and coordinate with security and maintenance teams to address inquiries and service requests.