Associate, Customer Experience

About the role

The Associate, Customer Experience serves as the primary point of contact for customers, tenants and visitors across physical and digital channels. The role manages enquiries, feedback and interactions, provides insights to improve the mall experience and supports mall campaigns, events and community engagement activities.

Key responsibilities

• Manage the Information Counter / Booth (if any) and handle enquiries, feedback and complaints professionally and empathetically
• Monitor and manage customer interactions across channels such as email, social media, website feedback forms, Google Reviews and other touchpoints
• Ensure timely follow-up, resolution and closure of customer feedback, working with internal stakeholders where needed
• Gather, track and analyse customer feedback, sentiment and recurring issues, and share regular insights and recommendations
• Engage customers on the ground to understand their needs and identify service improvement opportunities
• Support mall promotional campaigns, events, activations, redemption programmes, contests and community initiatives, and help communicate them to customers
• Assist customers with basic troubleshooting and usage of digital services and mobile apps
• Maintain accurate records of enquiries, feedback, complaints, operational reports, campaign participation and inventory
• Use digital tools, CRM systems and AI-enabled platforms to improve service delivery, and support a customer-centric culture

Required profile

• Minimum GCE 'O' Level, NITEC, Higher NITEC, Diploma or equivalent; hospitality, communications, marketing, business or customer experience qualifications are an advantage
• 1 to 2 years of customer-facing experience (hospitality, guest relations, customer service, events, community engagement); fresh graduates with strong interpersonal and digital communication skills are welcome
• Bilingual in English and another language (Mandarin, Malay or Tamil) is highly desirable
• Able to work on rotating shifts, weekends and public holidays

Required skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams)
• Strong communication and problem-solving skills, including service recovery
• Digital savviness and comfort learning new systems, mobile apps, CRM platforms and AI tools
• Organised, detail-oriented and able to work independently and collaboratively