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Customer Service Liaison at IPC Shopping Centre
2 weeks ago
About Us
">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 various regions and have an ambitious expansion plan to bring our unique offerings to new markets.
Our shopping centres are designed to be walkable communities, featuring residential, office, and other types of real estate.
We work towards making sustainability a natural part of our everyday work and are active in our communities, driving and supporting social initiatives that benefit children, women, and the environment.
Job DescriptionThis role is responsible for managing the Information Counter and providing exceptional customer service.
- Manage and monitor all common facilities and common areas provided to ensure they are in good condition and well maintained.
- Manage and monitor all Family Friendly Services, e.g., maintain the hygiene of Power Scooters, Wheelchairs, Baby strollers, etc.
- Ensure that all customer/tenant complaints are addressed to the relevant department and follow up on feedback forms and responses.
- Be the main liaison between tenants and management on daily operational matters.
- Distribute management correspondence/circular/information to tenants.
- Record lost and found items in the centre and send them to Security if not claimed by 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, 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 and support the day-to-day operations and administration of all loyalty programs through the CRM system, as well as EV charging stations, Traffas work pods, and RBBC, according to the 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.
