Job Posting for Customer Service Officer at ESR Group
Description
Responsibilities:
Manning of the officer tower reception counters and retail mall information counters – including basic operations of systems e.g. office turnstile, BI CRM
To assist and support shoppers’ needs and requests at the customer service counter
Ensure all CX related reports are accurately recorded – inventory, redemption transactions, shift reports, lost & found, enquiries log
Resolve receipt dispute issues by liaising with merchant and shoppers
Respond to Live Chat and online enquiries, including feedback related to general enquiries and Suntec points accreditation
Engage shoppers during counter visits on the Suntec loyalty program
Respond to in-bound casual leasing enquiries for atrium space through online platforms (KPI: Enquiry response time & responsiveness)
Follow up on leasing leads for pushcart and vending machines:
i) Secure booking of pushcarts and vending machines, subject to approval of merchandise category by Revenue team (KPI: Closing rate)
II) Site walk and inspection of vendor operations
Assist with tenant liaison for the following: i) Calls to tenants to promote lease of Space & Ad Sites (KPI: Call rate and leads churned) ii) Engagement with tenants for participation (promos, deals, physical activations) in upcoming campaigns iii) Engage and train tenants in Suntec onboarding, including basic program training.
Requirements
Requirements:
Diploma in Marketing/Hospitality or its equivalent.
2-4 years relevant experience infront line public facing experience eg shopping malls, hotel front line.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles
Skills Library
Demo
Singapore, Singapore
Full Time