Mall Concierge & Customer Experience Specialist

CapitaLand; Singapore; On-site; SGD 28,000 - 42,000; Full time

Benefits offered by this job

Comprehensive medical coverage

Training and development

Ascott staff rates

Wellness programmes

Staff volunteerism

Job summary

CapitaLand is seeking a frontline customer service associate to assist shoppers at prominent mall locations in Singapore. Responsibilities include resolving inquiries, promoting CapitaStar and digital solutions, and providing assistance to tenants.

Staff will work a six-day rotating shift, including weekends and public holidays, with a focus on delivering excellent service. Ideal candidates will have GCE O‑Levels, 1–2 years in a similar role, and strong communication skills.

Qualifications

• Excellent communication and interpersonal skills for customer and tenant interaction.
• Experience in mall operations or frontline retail/hospitality preferred.
• Ability to multitask and stay calm under pressure.
• Comfortable using mobile apps to guide others on our mobile app platforms.

Responsibilities

• Address shoppers’ enquiries, lost and found cases, and incidents promptly and professionally
• Introduce CapitaLand’s enhanced customer service through digital solutions to shoppers e.g. eGift-With-Purchase, CapitaStar app, eCapitaVoucher and Casey live chat
• Be stationed at prominent locations around the mall to provide assistance and promote sign-ups via the CapitaStar app to shoppers proactively
• Make periodic mall announcements based on the standard guidelines
• Roving duties of the mall which include common areas and retail spaces to ensure areas are well maintained and to flag out any issues or customer feedback to respective departments, and provide assistance to tenants
• Regularly educate tenants on CapitaStar loyalty programme ecosystem, eCapitaVoucher acceptance and other marketing matters
• Promote the Excellent Service Award ( EXSA ) by identifying and recommending outstanding tenant staff
• Plan and conduct regular briefing and Product Knowledge sessions with tenants, maintain a participation roster, and report session insights to the Centre Management Office ( CMO ) team
• Support marketing functions including but not limited to documenting events, new store openings with photos and gathering shoppers' feedback where applicable
• Check and maintain the condition of marketing materials, Point-of-Sale Machines ( POSMs ), and display panels
• Exhibit excellent customer service skills in the course of duty
• Manage duty roster, email correspondence, and advertising space scheduling
• Handle content updates for the mall’s website and digital directories
• Handling of administrative duties and any other task as assigned by immediate supervisor/management

Skills

Communication

Interpersonal skills

Multitasking

Customer service mindset

Second language (Mandarin/Malay/Tamil)

Education

GCE O’ Levels and above

Job description

CapitaLand is seeking a frontline customer service associate to assist shoppers at prominent mall locations in Singapore. Responsibilities include resolving inquiries, promoting CapitaStar and digital solutions, and providing assistance to tenants.

Staff will work a six-day rotating shift, including weekends and public holidays, with a focus on delivering excellent service. Ideal candidates will have GCE O‑Levels, 1–2 years in a similar role, and strong communication skills.