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Customer Care Executive

3 weeks ago

Kuala Lumpur, Malaysia AEON CO. (M) BHD (Aeon Mall Metro Prima) Full time

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

**1. Customer Interaction & Voice Management**
- Handle customer questions, complaints, and feedback in person, by phone, or in writing.
- Keep an organized record of all customer and tenant feedback.
- Work with the Sales Officer and Mall Manager to create and display replies to customer feedback.
- Escalate serious or unresolved customer issues to the correct department or manager for quick action.
- Quickly follow up and resolve all feedback from the suggestion board or other sources.

**2. Customer Care Team Supervision**
- Plan, prepare, and manage monthly and weekly duty rosters for Customer Care Assistants, ensuring sufficient manpower during peak periods, weekends, and public holidays.
- Update the Sales Officer on weekly manpower status and adjust schedules in response to emergencies (e.g., medical leave, manpower shortage).
- Lead daily morning greetings at the main entrance by assembling a minimum group of four team members to represent the mall.

**3. Information Counter Operations**
- Inspect the Information Counter daily to ensure cleanliness, tidiness, and readiness before mall opening.
- Ensure all promotional materials, directories, and displays are updated and properly arranged.
- Check the availability and functionality of customer services and amenities, such as baby strollers, wheelchairs, umbrellas, and manual car park pay stations.
- Monitor stock levels of service forms and supplies at the counter, and replenish when necessary.

**4. Customer Service Development**
- Propose, plan, and support training sessions to improve team skills (e.g., handling complaints, grooming, paging etiquette, emergency procedures).
- Conduct or coordinate counseling sessions to maintain staff morale and professionalism.
- Liaise with AEON Retail and external trainers for joint training programs (e.g., wrapping techniques, crisis response).

**5. Tenant Information & Coordination**
- Keep tenant contact details, shop locations, and operational statuses up to date and ensure accuracy across all mall directories.
- Update the Customer Care Assistants with key information including new shop openings, tenant closures, renovation notices, and current promotions.
- Visit tenants weekly to gather real-time updates and build rapport.

**6. Mall Event & Promotion Support**
- Assist the Sales Officer and Promotion Supervisor in coordinating mall events and promotional activities.
- Verify event details such as dates, mechanics, prizes, and locations.
- Assist in mobilizing and assigning customer care manpower to support events when necessary.
- Help coordinate local community or public relations events to strengthen AEON's brand presence.

**7. Car Park Service Support**
- Manage payment and complaint handling related to damaged or invalid car park tickets.
- Oversee manual payment stations and ensure proper documentation and handling of car park collections in accordance with SOP.
- Compile weekly reports related to car park issues and customer feedback.

**8. Service Quality Monitoring & Improvements**
- Conduct regular surveys at AEON and competitor malls to identify new customer service trends and areas for improvement.
- File and document useful information on mall trends, customer service practices, or event ideas for future reference.

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

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

1. Organized, strong time management skills, integrity,

2. Multitasking, independent, responsible, resourceful and able to work under pressure.

3. Being punctual and working efficiently to comply with timeframe.

4. Good oral and written communication skills, self-motivation, initiative and the ability to work as part of a team.

5. Excellent problem-solving, analytical, technical, IT and numerical abilities are crucial.

6. Interacting effectively with peers, superior & subordinate.

Pay: From RM2,300.00 per month

**Benefits**:

- Dental insurance
- Free parking
- Health insurance
- Maternity leave
- Meal allowance
- Opportunities for promotion
- Professional development
- Vision insurance

Schedule:

- Afternoon shift
- Day shift
- Holidays
- Monday to Friday
- Rotational shift
- Weekend jobs

Supplemental Pay:

- Overtime pay
- Performance bonus
- Yearly bonus

Application Question(s):

- What is your expected salary?

Work Location: In person

Expected Start Date: 07/01/2025