Customer Service Officer

About the role

The Customer Service Officer is the first point of contact for shoppers and tenants at the mall, delivering exceptional service and ensuring a pleasant shopping experience. The role supports daily operations of the Customer Service Counter, manages loyalty programmes, and assists with mall promotions and engagement initiatives.

Key responsibilities

• Provide courteous, professional assistance to shoppers, tenants and visitors, handling enquiries, feedback, complaints and service requests.
• Manage the daily operations of the Customer Service Counter, including gift redemptions, loyalty programme administration and inventory control.
• Support the execution of mall marketing campaigns, events and shopper engagement activities, briefing tenant staff on promotional mechanics.
• Assist with manpower scheduling, monitor customer‑facing facilities, prepare operational reports and support emergency response procedures.

Required profile

• Minimum GCE ‘O’ Level, NITEC, Diploma or equivalent qualification.
• At least 2 years of experience in shopping‑mall customer service, hospitality, hotel concierge, retail operations or a similar customer‑facing environment.
• Experience handling customer feedback and service recovery is an advantage.

Required skills