Mall Customer Experience Specialist

Link; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

Link in Singapore is seeking a Customer Experience Associate to serve as the primary contact for customers, tenants and visitors across physical and digital channels. The role emphasizes managing inquiries, feedback and interactions while delivering actionable insights to enhance the mall experience.

You will support mall campaigns, events and community activities, engage on-the-ground customers, and ensure timely follow-up and documentation.

Qualifications

• Minimum 1–2 years in customer-facing roles
• Experience handling inquiries via multiple channels is a plus
• Familiarity with feedback management and service recovery

Responsibilities

• Attend to customers and tenants at the Information Counter / Booth and respond to inquiries with professionalism
• Monitor and respond to customer interactions across channels (email, social, web forms, reviews)
• Follow up to resolve feedback and close cases with internal teams
• Gather feedback, track sentiment and provide actionable insights to improve service
• Engage customers on the ground to understand needs and build community relations
• Support mall campaigns, events and promotional activities
• Maintain accurate records of enquiries, complaints and campaigns
• Utilize CRM and AI tools to improve service delivery and productivity
• Adhere to SOPs, shift patterns and workplace procedures

Skills

Multichannel

Customer service

CRM platforms

Microsoft Office

Bilingual (EN + local language)

Education

GCE O'Level / Diploma or equivalent

Tools

CRM platforms

AI-enabled productivity tools

Job description

Link in Singapore is seeking a Customer Experience Associate to serve as the primary contact for customers, tenants and visitors across physical and digital channels. The role emphasizes managing inquiries, feedback and interactions while delivering actionable insights to enhance the mall experience.

You will support mall campaigns, events and community activities, engage on-the-ground customers, and ensure timely follow-up and documentation.