Executive, Customer Service

Mapletree Investments Private Limited; Singapore; On-site; SGD 44,640 - 61,380; Full time

Job summary

A leading investment company in Singapore seeks a Customer Service Team Leader to oversee operations at their shopping mall. The ideal candidate will have a degree in Marketing Communications or Hospitality, with 3 years of experience in the retail industry, strong communication skills, and the ability to thrive in a fast-paced environment. This role involves managing the duty roster, leading daily briefings, and liaising with tenants regarding feedback and loyalty programs.

Qualifications

• 3 years of relevant experience in the shopping mall or retail industry.
• Experience leading customer service or concierge team is advantageous.

Responsibilities

• Conduct daily briefings to the Customer Service Officers.
• Plan and manage duty roster of the team.
• Work with Assistant Manager on tracking sheets for premium issuance.
• Respond to feedback from tenants and liaise regarding mall vouchers.
• Monitor inventory usage at Customer Service Counters.
• Update loyalty programme platforms with tenant changes.

Skills

Excellent written and verbal communication skills

Self-motivated and independent

Attention to detail

Ability to perform under pressure

Education

Degree in Marketing Communications or Hospitality

Job description

Job Responsibilities

• Conduct daily briefings to the Customer Service Officers to ensure that mall/tenant-related information is properly disseminated.
• Plan and manage the duty roster for and recommend and arrange suitable training/courses for the team without compromising operations.
• Work closely with the Assistant Manager to formulate and implement tracking sheets to ensure check and balance of all premiums and/or vouchers issued to the department.
• Attend and respond to feedback received across all platforms within the stipulated timeframe; and liaise with tenants on acceptance of mall vouchers and ensure that decals are prominently displayed within the premises.
• Monitoring inventory usage at the Customer Service Counters.
• Updating all loyalty programme-related platforms when there are any changes to participating tenants.

Job Requirements

• Degree in Marketing Communications or Hospitality.
• 3 years of relevant experience in the shopping mall or retail industry.
• Self-motivated, independent and meticulous with a keen eye for details.
• Excellent written and verbal communication skills.
• Able to perform well under pressure in a fast-paced environment with minimal supervision.
• Candidates with relevant customer service or concierge team lead experience in a retail mall will be advantageous.