Job Description
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Customer Service & Experience
- Supervise daily customer service counter operations to ensure smooth and efficient service.
- Handle escalated customer complaints, feedback, and enquiries in a professional and timely manner.
- Ensure service standards and SOPs are consistently followed by the team.
Team Supervision & Training
- Lead, train, and coach customer service staff to deliver quality service.
- Schedule duty rosters and ensure adequate staffing coverage.
- Monitor staff performance and provide guidance for improvement.
Customer Service Operations & Support
- Manage customer service functions including information services, lost & found, gift redemptions, and counter promotions.
- Support marketing and promotional activities, including events, campaigns, and festive programs.
- Coordinate with tenants, security, and operat...