Customer Service Representative

The Role

To deliver outstanding customer service to guests and visitors across assigned mall locations by providing assistance, handling inquiries and complaints professionally, and supporting the overall guest experience strategy.

• Greet and assist mall guests in a courteous, professional, and efficient manner.

• Address customer inquiries, provide accurate information, and resolve complaints promptly.

• Ensure the customer service desk or information kiosk is well-presented and functional at all times.

• Record customer feedback, complaints, and requests in the system on a daily basis.

• Support the implementation of customer service campaigns and guest engagement initiatives.

• Assist in the distribution of marketing materials, promotional items, and event information.

• Escalate unresolved issues to the Customer Relations Manager or appropriate department.

• Cooperate with mall operations and security teams to ensure a safe and pleasant environment.

• Participate in departmental training sessions to enhance service delivery.

• Assist in conducting customer surveys and collecting data for service quality improvement.

• Follow all Standard Operating Procedures (SOPs) and service protocols.

• Contribute to maintaining a positive and welcoming atmosphere for all mall guests.

Requirements

• Education: High school diploma or equivalent; Diploma or degree in hospitality or customer service is a plus.
• Experience: 1–3 years of experience in a customer-facing role, preferably in retail, hospitality, or service industries.
• Skills:
• Strong interpersonal and communication skills
• Customer-focused mindset
•  Problem-solving ability
• Team collaboration
•  Basic computer literacy and familiarity with CRM systems