Customer Service Officer

About the role

The Customer Service Officer will support the mall’s shopper management systems, assist the marketing communications team and provide front‑line assistance to visitors at the concierge desk. This role ensures smooth daily operations and helps deliver a positive experience for shoppers and tenants.

Key responsibilities

• Handle shopper‑management systems and assist in mall inspections.
• Support the CMO with tenant‑relation tasks, including processing tenant requests and issuing mall communication materials.
• Provide information and assistance to shoppers at the concierge desk.
• Administer event and promotion paperwork, including vouchers, premiums and parking programmes.
• Manage customer reward programmes and educate tenants on voucher usage.
• Collect and process tenants’ gift‑voucher reimbursements.
• Assist with weekend events, covering logistics, setup and photography.
• Oversee lost‑and‑found items and respond to phone and email enquiries.
• Support the Marcom Manager with administrative duties and coordinate the concierge desk team, including roster planning and task allocation.

Required profile

• Diploma in Customer Service or a related field.
• At least 1 year of customer service experience in the retail or mall industry.
• Proficient written and verbal English.

Required skills