Customer Service Officer

6 days ago

Bandar Putra Kulai Johor, Malaysia IOI Mall Kulai Full time 12,000 - 24,000 per year

Key Responsibilities

Customer Support & Enquiries

  • Assist shoppers and Club IOI / IOI Shopz members with enquiries.
  • Provide friendly, accurate, and timely assistance to customers and tenants.
  • Handle feedback or complaints professionally and follow up to ensure quick resolution.

Order & Merchant Coordination

  • Coordinate customer orders (delivery or self-pickup) with merchants and runners.
  • Follow up closely on order status and merchant operations.
  • Build and maintain strong working relationships with merchants.

Operational Support

  • Assist in supervising customer service runners on daily order fulfilment.
  • Work with internal departments to resolve customer and merchant issues.
  • Participate in mall safety checks, fire drills, and emergency procedures.

Administration & Reporting

  • Prepare daily reports on customer and merchant feedback.
  • Document incidents with clear details, photos, and follow-up actions.
  • Notify merchants regarding any non-compliance (pricing, stock issues, loyalty program points, etc.).

Cross-Team Collaboration

  • Work with Marketing, Technical Vendors, Club IOI, IOI Shopz, and A&P teams on app, portal, and mall activities.
  • Support mall events, promotions, and campaigns when required.

Other Responsibilities

  • Perform ad-hoc tasks assigned by the superior from time to time.

Key Requirements:

  • Minimum SPM / Diploma in any field.
  • At least 1 year of experience in customer service / retail / mall operations (fresh graduates are encouraged to apply).
  • Good communication skills in Bahasa Malaysia and English; Mandarin is an added advantage.
  • Customer-oriented, patient, analytical and able to work in a fast-paced environment.
  • Able to work retail hours, weekends, and public holidays (off days will be provided).
  • Sound knowledge on loyalty program and online shopping regulations and guidelines
  • Possess own transport and willing to work in Bandar Putra, Kulai.

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