Customer Service Officer - #1092205

ESR Group

Date: 1 week ago

District: Singapore

Contract type: Full time

Work schedule: Full day

Description

Responsibilities:

Manning of the officer tower reception counters and retail mall information counters – including basic operations of systems e.g. office turnstile, BI CRM
To assist and support shoppers’ needs and requests at the customer service counter
Ensure all CX related reports are accurately recorded – inventory, redemption transactions, shift reports, lost & found, enquiries log
Resolve receipt dispute issues by liaising with merchant and shoppers
Respond to Live Chat and online enquiries, including feedback related to general enquiries and Suntec+ points accreditation
Engage shoppers during counter visits on the Suntec+ loyalty program
Respond to in-bound casual leasing enquiries for atrium space through online platforms (KPI: Enquiry response time & responsiveness)
Follow up on leasing leads for pushcart and vending machines:
i) Secure booking of pushcarts and vending machines, subject to approval of merchandise category by Revenue team (KPI: Closing rate)
II) Site walk and inspection of vendor operations
Assist with tenant liaison for the following: i) Calls to tenants to promote lease of Space & Ad Sites (KPI: Call rate and leads churned) ii) Engagement with tenants for participation (promos, deals, physical activations) in upcoming campaigns iii) Engage and train tenants in Suntec+ onboarding, including basic program training.

Requirements

Requirements:

Diploma in Marketing/Hospitality or its equivalent.
2-4 years relevant experience infront line public facing experience eg shopping malls, hotel front line.
Able to commit weekends/Public Holidays.

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