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Customer Care Assistant

2 weeks ago

Kepong, Malaysia AEON CO. (M) BHD Full time

**A)** **KEYS RESPONSIBILITIES**

1. Join the morning greetings at Main Entrance or any of the Shopping Centre highest traffic

Entrance:

- Get participations of minimum 4 pax (1from Customer Service Dept, 2 from BW Dept and 1 from management office members) to join the Morning Greetings.
- Get ready at the entrance 5 minutes before opening and greet customers for 15 minutes (minimum).

**2. Handle and entertain all the walk, call and write in customers queries or voices**
- Liaise with the customers in the polite way and accommodate to their request
- Get the quick advise from the Customer Service Supervisor if necessary on the ways to handle customers
- Gather the updates of information from the Customer Service Supervisor.
- Request assistance to settle the customers’ requests (if necessary) from other department heads.

**3. Announce the daily important information to the customers**:

- The repeated safety reminders such as Pick pockets, Lost Children etc
- Important events and contests at the shopping centers or tenants’ outlets
- Announcements on the carpark issues. Ex: Illegal Parking, etc
- Update news for shoppers. Ex: New procedures, relocation of facilities etc

**4. Attend the daily briefing with Customer Service Supervisor and get the update details on**:

- Opening and closing of tenants
- Daily Duty Manager and Shopping Centre Office manpower schedule
- Important events and contests of the day, week and month
- Latest updates from SC Manager (or Proxies) and Sales Officer

**5. Carry out the daily update and housekeep all the forms for the services at the Information Counter**:

- Sort the used and unused forms in the separate files
- Summarize the detail usage in the logbook provided
- Check the lost and found items and called customers.

**6. Check and prepare the condition of the Information Counters 30 minutes before the opening of the mall**:

- Condition and cleanliness of the Information Counter
- Condition and cleanliness of the Leaflet Stands, Information Board or any advertisement at Information Counter
- Prepare, and arrange all the facilities provided at Information Counter. Ex: Fax Machine, car park manual pay station, baby strollers, buggy service, wheel chairs, power shopper, umbrella stands and plastics, update leasing contact persons, update promotion space contact persons, update all the filings of new service forms, etc
- Ensure the availability and functionality of all services provided by Information Counter
- Report any malfunction of services to Customer Service Supervisor.

**7. Compile the customers and tenants’ voices**
- Collect the customers’ voices from the Customer Suggestion Board (daily basis - 9.30am).
- Compile all the tenants’ voices for Customer Service Supervisor summarization (daily basis).
- Update the tenants’ voices in the tenants’ voices logbook (daily basis)
- Update the customers’ verbal voices in the logbook (daily basis)
- Ensure that the Customers Service Supervisor check and summarize all the voices on daily basis).

**8. Play the opening, closing and other required announcements**:

- Alert all tenants with the opening reminders (15 minutes before operation hours). Require all tenants to get ready and open the outlet on time.
- Play the opening/ welcome music (10am)
- Play the closing announcement (15 minutes before closing)
- Prepare, get the correct content, learn the right pronunciation and intonation before announce on air to the shoppers

**9. To sell & keep proper record for any services or business transactions at Information Counter**:

- Ensure all the stocks (Wrapping Materials, telephone cards, stamps etc) are available for customers.
- Report to Customer Service Supervisor on balance or shortage of stocks.
- Make the proper records for Management review.

**10. Operate the carpark cash register and handle all carpark related issues. Ex: Ticket Loss, Damaged Items, etc.**
- Get assistance from Blue Wave Department on any crime cases or illegal parking related issues. Ex: Car Loss, Car Broken, Clamping etc

**11. Visit tenants and check Internal Building Facilities (Ex: Benches, Public Phones, etc) during the overlap working hours**:

- Remember all the tenants’ names and locations and understand their trades
- Get the update tenants’ status. Ex: Renovation, Vacant, etc
- Check the overall condition of public facilities in the mall and update any malfunction status to the Customer Care Supervisor

**12. To assist promotion or customer service supervisor or officer in handling promotion activities**:

- mechanism; rules and regulation
- prizes distribution
- registration procedures & deadlines

**13. Filing the mallrelated information from any reading resources for Mall reference.**
- Ex: New events or services at other Mall, etc

**14. Others task assigned from the respective superiors.**

**B)** **JOB SPECIFICATIONS (KNOWLEDGE, SKILLS & ABILITIES)**

1. Outgoing personality (Looks happy and fun to talk)

2. High