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Assistant Manager

Assistant Manager

IOI City MallWilayah Persekutuan Putrajaya, Wilayah Persekutuan Putrajaya, Malaysia
18 jam yang lalu
Penerangan pekerjaan

1. Customer Relations

  • Oversee and ensure consistent delivery of high-quality customer service at all customer touchpoints.
  • Respond promptly and professionally to customer inquiries, complaints, and feedback via face-to-face, phone, email, or social media.
  • Monitor service counters, help desks, and concierge operations to ensure operational excellence.
  • Assist in organizing customer service training programs for frontline staff.

2. Tenant Support

  • Act as a liaison between tenants and mall management, addressing operational-related concerns and coordinating resolutions.
  • Facilitate timely communication of mall events, policies, and operational updates to tenants.
  • Assist in coordinating tenant feedback surveys and compiling reports for management.
  • Support onboarding processes for new tenants by ensuring they understand mall services and protocols.

    • 3. Stakeholder Engagement

  • Coordinate with internal departments (security, housekeeping, marketing, etc.) as well as within IOI Properties Group to ensure stakeholder requirements are addressed.
  • Support in handling inquiries or service requests from investors, suppliers, and community partners.
  • Participate in stakeholder meetings and contribute to service improvement initiatives.

    • 4. Departmental Support

  • Assist in preparing the annual departmental budget and KPIs for the customer service department, including staffing, training, supplies, and technology needs.
  • Monitor departmental expenses to ensure alignment with the approved budget.
  • Prepare reports on service metrics, incident handling, and performance indicators for management review.
  • Support recruitment, scheduling, and performance evaluation of the customer service team.

    • 5. Operations & Administration

  • Assist in maintaining records of customer feedback, service performance metrics, and incident reports.
  • Support in managing rosters, schedules, and supervision of the customer service team.
  • Contribute to the development and implementation of customer service SOPs and service recovery strategies.
  • Provide support during mall events, promotions, and seasonal campaigns as needed.

    • Qualifications

  • Qualifications and Requirements :
  • Diploma or Bachelor's Degree in Customer Service, Business Administration, Hospitality, or any related field.
  • Minimum 3 years of experience in customer service, preferably in a shopping mall or retail environment.
  • Strong interpersonal and communication skills.
  • Ability to multitask and resolve conflicts under pressure.
  • Proficient in MS Office and customer service software / tools.
  • Willingness to work weekends, holidays, and shifts as required.
    • Buat amaran kerja untuk carian ini

    Assistant Manager • Wilayah Persekutuan Putrajaya, Wilayah Persekutuan Putrajaya, Malaysia