Customer Relations Team Leader IPC Shopping Centre
Customer Relations Team Leader IPC Shopping Centre
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Salary Not Disclosed
1 Vacancy
Job Description
General Administrative Support:
- Champion the customer service department in developing and enforcing Standard Operation Procedure (SOP); reviewing and evaluate when necessary.
- Supervise daytoday operations of the Customer Service Department.
- Establish guidelines for the customer service department pertaining to customer feedback and report to the respective department.
- Monitor customer service operation identify issues and develop action plan to resolve the issues in promptly manner.
- To prepare duty roster for CSO and managing their duty.
- To prepare monthly work schedule and reports.
- To liaise with all common facilities provider ensuring all equipment provided are in good order.
- Conduct team huddles to gather feedback and provide coaching to CSO.
- Maintain close relationship with all crossfunctional stakeholders to ensure timely response in helping to solve customer issues.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Support the Marketing Department with shopper insight & support strategies to effectively make decisions that drive business growth.
Managing the Information Counter:
- To man the counter and assisting customers with enquiries and provide accurate information activities happening in the centre.
- Interacting with customers and attending to their queries and feedback.
- Attend to enquiries and requests from phone calls/emails/Whatsapp and etc in a professional and prompt manner.
- Manage redemption of Gift with Purchase (GWP) birthday gifts evouchers rewards and etc.
- Daily stock and inventory check of all premiums.
- Recommend promote and educate customers on the benefits of loyalty program to meet customers needs and objectives.
- Support daytoday operations & administration of all loyalty programs through the CRM system.
- Manage loyalty membership programs promotional campaigns activities inventory allocation and tracking of reward redemption.
- Coordinating the distribution of correspondence / circular / information to tenant.
- Making sure letters / correspondence from external parties to management are sent to the respective person.
- Respond to injuries and accidents in the centre escalating to Duty Manager if unable able to handle.
- Making general announcement over the public announcement system.
Coordination with Marketing Department:
- To coordinate marketing event briefing and making sure CSO is clear on detail of events.
- Be alert and informed of all promotional activities and events happening in the centre.
- Update marketing on promotions offered by tenant.
- Any adhoc duties as may be assigned from time to time.
Qualifications :
- Minimum of SPM and above.
- Possess at least of 3 years working experience in in customer relation / telemarketing / front desk / other related field.
- Experienced leading or supervising a team.
- Strong interpersonal skills able to communicate in English and Bahasa Malaysia. Speaking any other additional language is an advantage.
- Aptitude in presentation and public speaking.
- Must be a team player independent able to multitask have a pleasant personality and a people person.
- Able to work on shift weekend and public holidays.
Additional Information :
Please apply by 5May2025.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
