Customer Relations Specialist

Job Summary

• Responsible for thorough knowledge of the mall’s services, amenities/facilities, store locations, and promotional activities.

• Provide excellent customer service and support, including the administration of MBE Design Village’s courier and shipping services.

• Oversee daily mall operations, including conducting customer satisfaction surveys and gathering the mall's Net Promoter Score (NPS).

• Maintain effective inter-departmental working relationships to handle operational issues.

Duties and Responsibility

A. Operation Duties

1. Attend to tenant and customer inquiries, complaints, and feedback with a positive attitude, resolving issues efficiently and professionally.
2. Assist customers by providing directions, answering questions, and delivering a personalized shopping experience.
3. Administer MBE Design Village’s courier services, including parcel pickup, drop-off, shipping, and return services, ensuring customer convenience.
4. Maintain rapport with tenants and educate them about mall promotional activities and services.
5. Ensure smooth handling of VIP and special guest arrivals, coordinating with Security, Building Services, Housekeeping, and Management to provide excellent service.
6. Ensure all PA system announcements are clear, accurate, and consistent.
7. Conduct daily mall surveys and gather Net Promoter Score (NPS) data to assess customer satisfaction and support continuous improvement initiatives.

B. Administrative Duties

1. Oversee the services and administrative functions of the Customer Service Centre, ensuring all processes adhere to company policies and procedures.
2. Manage inventory control of department equipment and supplies, ensuring accurate records and regular maintenance.
3. Compile and evaluate mall survey results, including NPS data, and provide insights to the Marketing Team for ongoing improvement.
4. Maintain accurate and timely daily reporting, including any emergencies, which should be promptly communicated to the superior.

C. Personal Shopper and MBE Courier Services

1. Administer Personal Shopper services, ensuring all customer communications, purchases, and deliveries are managed with customer satisfaction as the top priority.
2. Oversee MBE Design Village’s courier and shipping services, ensuring smooth operations and convenience for customers across all touchpoints.
3. Promote and facilitate the use of MBE courier services to enhance the customer experience and support the mall’s business service offerings.

D. Other Duties

1. Assist the others department in distributing memos and other related documents to tenants.
2. Support the Marketing Team in conducting events and ensuring compliance with promotional guidelines.
3. Perform any other tasks or duties as assigned by the superior.

Position Requirements

1. Experience: At least one year of experience in customer service or a related field. Experience with courier services is a plus.
2. Skills / Competencies:
1. Proficiency in Microsoft Office.
2. Strong communication skills in Bahasa Malaysia, English, and other local dialects.
3. Customer-focused with strong interpersonal skills.
4. Physically fit to handle the physical demands of the job (parcels handling).
5. Cheerful personality and willingness to work shifts, including public holidays.