Senior Customer Service Executive

Overview

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Responsible for ensuring smooth daily operations at service counters, maintaining comprehensive knowledge of mall services and promotions, supporting staff training, enforcing tenant policies, and assisting in customer data analysis to enhance service systems.

Duties and Responsibility

• Lead and manage the customer service team to deliver world-class service across all touchpoints, including calls, enquiries, and mall services.
• Ensure prompt resolution of customer complaints with follow-up actions that meet or exceed customer satisfaction.
• Collaborate closely with team members and mall tenants and cross-functional leaders to drive service quality, productivity, and continuous improvement.
• Oversee efficient escalation processes and prioritize feedback to ensure timely and effective issue resolution.
• Drive team performance by setting clear KPIs and coaching staff to meet service excellence standards.
• Conduct mall surveys and evaluate Net Promoter Index (NPI) to monitor customer loyalty and satisfaction trends.
• Supervise personal shopper services, MBE collection point, and other mall-based customer offerings.
• Participate in ad hoc projects and initiatives to support mall operations and customer engagement.
• Identify service gaps and procedural inefficiencies, proposing actionable recommendations to management.
• Apply upselling and cross-selling techniques to enhance customer experience and offer alternative solutions.
• Undertake additional responsibilities as assigned by the Company to support evolving business needs.

Position Requirements

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