Senior Assistant, Customer Service, Retail

About the role

As the mall’s ambassador, you will manage the Concierge Desk and deliver exemplary customer service across all touchpoints. You will also support marketing initiatives and provide administrative assistance to the Marcom team.

Key responsibilities

• Manage day‑to‑day operations of the Concierge Desk, using CRM, Ascentis and Microsoft applications.
• Attend to customer enquiries and feedback via the counter, phone and other channels.
• Support mall marketing activities and handle general administrative duties.
• Provide logistical support to the Marcom team, including gift redemptions, inventory monitoring and report generation.
• Engage shoppers and promote the CityNexus Rewards loyalty programme.
• Oversee all matters related to Customer Service and Concierge Counter operations.
• Undertake ad‑hoc projects and duties as assigned.

Required profile

• 1–2 years of relevant customer service experience, preferably in retail malls, hospitality or airlines.
• Strong communication and interpersonal skills with a service‑oriented attitude.
• Ability to multitask, take initiative and work both independently and as part of a team.
• Willingness to work rotating shifts, weekends and public holidays.
• First aid and AED training is an advantage.

Required skills

• Proficiency in MS Office suite, especially Microsoft Excel.
• Basic experience with CRM systems and Ascentis.