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Assistant Manager
IOI City MallWilayah Persekutuan Putrajaya, Wilayah Persekutuan Putrajaya, Malaysia10 jam yang lalu
Penerangan pekerjaanAct 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. 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. 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. 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 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.
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
3. Stakeholder Engagement
4. Departmental Support
5. Operations & Administration
Qualifications
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Assistant Manager • Wilayah Persekutuan Putrajaya, Wilayah Persekutuan Putrajaya, Malaysia
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