Customer Service Officer

ESR Real Estate Services Management; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading real estate services management company in Singapore is seeking a Customer Service Executive to manage reception and assist shoppers at the mall. The role involves engaging with customers, handling enquiries, and ensuring smooth operations at the service counters. Candidates should possess a diploma in Marketing or Hospitality and have 2-4 years of relevant experience in public-facing roles.

Qualifications

• 2-4 years relevant experience in front line public-facing roles.
• Able to commit weekends/Public Holidays.

Responsibilities

• Manage reception and customer service counters.
• Assist shoppers with needs and handle enquiries.
• Ensure accurate recording of CX related reports.

Skills

Customer Service

Communication

Problem Solving

Education

Diploma in Marketing/Hospitality

Job description

Responsibilities:

• Manning of the officer tower reception counters and retail mall information counters – including basic operations of systems e.g. office turnstile, BI CRM
• To assist and support shoppers’ needs and requests at the customer service counter
• Ensure all CX related reports are accurately recorded – inventory, redemption transactions, shift reports, lost & found, enquiries log
• Resolve receipt dispute issues by liaising with merchant and shoppers
• Respond to Live Chat and online enquiries, including feedback related to general enquiries and Suntec+ points accreditation
• Engage shoppers during counter visits on the Suntec+ loyalty program
• Respond to in-bound casual leasing enquiries for atrium space through online platforms (KPI: Enquiry response time & responsiveness)
• Follow up on leasing leads for pushcart and vending machines:
• i) Secure booking of pushcarts and vending machines, subject to approval of merchandise category by Revenue team (KPI: Closing rate)
• II) Site walk and inspection of vendor operations
• Assist with tenant liaison for the following:
  i) Calls to tenants to promote lease of Space & Ad Sites (KPI: Call rate and leads churned)
  ii) Engagement with tenants for participation (promos, deals, physical activations) in upcoming campaigns
  iii) Engage and train tenants in Suntec+ onboarding, including basic program training.

Requirements:

• Diploma in Marketing/Hospitality or its equivalent.
• 2-4 years relevant experience infront line public facing experience eg shopping malls, hotel front line.
• Able to commit weekends/Public Holidays.