Customer Service Officer

Responsibilities:

• Manning of the officer tower reception counters and retail mall information counters – including basic operations of systems e.g. office turnstile, BI CRM.
• 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 in front line public facing roles e.g. shopping malls, hotel front line.
• Able to commit weekends/Public Holidays.