Customer Care Executive

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

**1. Handle and entertain all the walk, call and write in customers queries or voices**:

- Draft the Information Counter related procedures when necessary and get consent from Sales Officer and Mall Manager.
- Get the quick advice from the Sales Manager or Sales Officer if necessary on the ways to handle customers.
- Gather the updates of information from Sales Officer / Sales Manager / Mall Managers, Aeon Retail, newspaper etc.

**2. Ensure sufficient Customer Care Assistants at all time**:

- Plan the monthly manpower schedule and submit to the Sales Officer every 20th of every month
- Key in the Customer Care team working schedule and seek Sales Officer approval.
- Update and reconfirm the weekly working schedule and adjust according to the current situation (Ex: Loss of manpower due to Medical Leave, Accident etc.)

**3. Lead the morning greeting at Main or any of the Mall highest traffic entrance**:

- Gather minimum 4pax (1from Customer Service Dept., 2 from BW Dept. and 1 from management office members) from the Shopping Centre manpower to join the morning greeting.
- Get ready at the entrance 5 minutes before opening and greet customers for 15 minutes (minimum).

**4. Update the important daily information to the Customer Care Assistants**:

- Opening and closing of tenants
- Daily Duty Manager and Mall Office manpower schedule
- Important events and contests of the day, week and month
- Compile on the tenant’s / customer voices
- Latest updates from Mall Manager (or Proxies) and Sales Officer
- Emergency contact number updates.

**5. Check the readiness of the Information Counters before the Mall opening**:

- Condition and cleanliness of the Information Counter.
- Condition and cleanliness of the Leaflet Stands or any Advertisement at Information Counter.
- Prepare, arrange and activate all the facilities provided at Information Counter.

(E.g.: Car park manual pay station, baby strollers, Kiddie Car, wheel chairs, umbrella stands and plastics, update leasing contact persons, update promotion space contact persons, update all the filings of new service forms, etc.)

**6. Compile the customers and tenants’ voices**:

- Compile all the tenants’ voices in the logbook and summarize for the Sales Officer.
- Compile the customers’ voices from the Customer Suggestion Board on daily basis (9.30am).
- Summarize the voices into the Summary of Customers’ Voices and update to the Sales Officer.
- Sales Officer will draft the reply and get the final feedback from Mall Managers.
- Key in the confirmed customers’ voices and reply into the system on weekly basis.
- Type the Mall Manager’s reply on the Customer Suggestion Form and display.
- Handover all the voices related to AEON Retail to the Customer Care Manager on daily basis.

**7. Update the Tenant Details for the Customer Service assistants’ information**:

- Compile all the tenants’ status. Ex: Tenants on renovations, new opening and vacant lots.
- Check the accuracy of tenant information at all Mall Directories and Advertisement Boards.
- Check and prepare the update tenants’ information for Information Counter.(E.g.: Locations, Name, Lot and Contact Numbers.)

**8. Manage the services provided at Information Counter**:

- Check the availability and functionality of all services provided by Information Counter.
- Prepare all updated procedures and forms to be used at Information Counter.
- Prepare the summary of weekly and monthly usage of all Information Counter’s services for Sales Officer compilation and report to Mall Manager.

**9. Visit tenants once a week to gather the latest information on tenants**:
E.g.: Latest Merchandise, Sales & Promotion, New shops’ opening, Vacant Lots, New concepts and new tenants Information’s.

**10. Liaise with Florists or decorations**:
Related tenants to freshen or beautify the Information Counter on monthly and seasonal basis (Free for AEON and exposure for tenants).

**11. Plan with Sales Officer on the training and counseling sessions in order to improve morale and productivity of the Customer Service assistants**:

- Propose training contents for the Customer Services Assistants (e.g.: Paging or Announcement Voice Intonation, Handling customer complaints, Grooming ways, Telephone Etiquettes, Handling Crisis Management, Bomb Threat, Fire, Loss Child, Communication Skill, English Class etc.)
- Liaise with Store Operation on the joined trainings. (E.g.: Wrapping Techniques, Grooming etc.)

**12. Conduct monthly survey at Mall or competitors in order to see their new services or facilities provided to the shoppers.**

**13. Assist Promotion Supervisor and Sales Officer in handling promotional activities**:

- Confirm the monthly and weekly updated events or contests
- Confirm the locations of events, mechanics, prizes, procedures and datelines
- Assist on the manpower assistance (If necessary)

**14. Handle the car park manual pay station at Information Cou