Customer Service Officer, IPC Shopping Centre

6 days ago

Petaling Jaya, Selangor, Malaysia Ikano Bank AB Full time
Customer Service Officer, IPC Shopping Centre
  • Full-time
  • Department: Marketing & Communication

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans. We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.

Managing the Information Counter:

  • To man the i-counter and assist customers with enquiries and provide accurate information about activities happening in the centre.
  • To manage and monitor all common facilities and ensure they are in good condition and well maintained.
  • To manage and monitor all Family Friendly Services (e.g. maintain the hygiene of Power Scooters, Wheelchairs, Baby strollers, etc.).
  • To ensure that all customer/tenant complaints are addressed to the relevant department and follow up on feedback forms and responses.
  • To be the main liaison between tenants and management on daily operational matters.
  • Distribute management correspondence/circulars/information to tenants.
  • To record lost and found items in the centre and send them to Security if not claimed at the end of the business day.
  • Respond to injuries and accidents in the centre, escalating to the Duty Manager if unable to handle.
  • Make general announcements over the public announcement system.
  • Interact with customers and attend to their queries and feedback.
  • Attend to enquiries and requests from phone calls/emails/WhatsApp in a professional and prompt manner, providing timely updates and responses to both customers and management.
  • Manage the redemption of Gift with Purchase (GWP), birthday gifts, e-vouchers, rewards, and other marketing initiatives, including providing regular status updates to management.
  • Conduct daily stock and inventory checks of all premiums, including reporting to the marketing department.
  • Recommend, promote, and educate customers on the benefits of the loyalty program to meet customers' needs and objectives.
  • Familiarize with and support the day-to-day operations and administration of all loyalty programs through the CRM system, as well as EV charging stations, Traffas workpods, and RBBC, according to SOP and policy.
  • Manage loyalty membership programs, promotional campaigns, activities, inventory allocation, and tracking of reward redemption.
  • Manage the on-site customer experience at EV charging stations, Traffas work pods, and handle inquiries regarding RBBC, including reporting to the management team and following up with customers.
  • Conduct sharing sessions related to customer service in coworker meeting forums.

Coordination with Marketing Department:

  • Be alert and informed of all promotional activities and events happening in the centre.
  • Update Supervisor on promotions offered by tenants.
  • Any ad-hoc duties as may be assigned from time to time.

Minimum Requirements:

  • Minimum of SPM and above.
  • Able to communicate in English and Bahasa Malaysia; speaking any other additional language is an advantage.
  • Experience in customer relations/telemarketing/front desk/other related fields.
  • Strong interpersonal skills.
  • Must be a team player with a pleasant personality and be a people person.
  • Able to work on shifts, weekends, and public holidays.
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