IPC Shopping Centre Customer Engagement Specialist

2 weeks ago

Petaling Jaya, Selangor, Malaysia IKEA Full time

About Us: We are committed to 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.

">"> Job Description

We are looking for a highly skilled and motivated individual to join our team as a Customer Service Officer. As a key member of our service team, you will be responsible for providing exceptional customer service and ensuring that our customers have a positive experience at our shopping centre.

  • Main Responsibilities:
  • To provide exceptional customer service and ensure that customers have a positive experience at our shopping centre.
  • To manage and monitor all common facilities and common areas provided to 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/circular/information to tenants.
  • To 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, 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.

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