Key Of Responsibilities:
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- Welcome customers and provide accurate information about stores, promotions, events, facilities, operating hours, and mall services.
- Handle customer enquiries through the information counter, telephone, social media, and other communication channels in a polite and professional manner.
- Receive, record, and follow up on customer complaints, comments, and suggestions. Coordinate with the relevant departments or tenants to provide appropriate solutions.
- Escalate serious or unresolved customer complaints to the line manager and provide updates during daily briefings.
- Maintain an accurate customer complaint and feedback log and prepare daily, weekly, or monthly reports as required.
- Coordinate with tenants, Security, Facility Management, Sales & Marketing, and other departments to resolve customer-related matters.
- Manage lost-and-found items according to the mall’s procedures and maintain proper records of received and returned items.
- Support mall announcements, including lost children, lost property, emergency notices, and promotional information.
- Assist the Sales & Marketing Department with customer promotions, membership programs, gift-redemption activities, surveys, and mall events.
- Verify customer eligibility and supporting documents during gift-redemption and promotional programs.
- Conduct customer satisfaction surveys at least twice a year, analyze the results, and submit improvement recommendations to the line manager.
- Monitor customer service standards throughout the mall and report issues that may negatively affect the customer experience.
- Provide basic assistance during emergencies and coordinate immediately with Security and other relevant departments.
- Ensure that the information counter and customer service area are clean, organized, and properly equipped at all times.
- Maintain professional grooming, behavior, confidentiality, and the organization’s core values.
- Perform other customer service and mall-operation duties assigned by the line manager.
What We Are Looking For:
- Bachelor’s degree, diploma, or final-year student in Business Administration, Marketing, Hospitality, Communications, or a related field.
- Previous experience in customer service, hospitality, retail, or shopping mall operations is preferred.
- Strong communication, interpersonal, and problem-solving skills.
- Ability to remain calm, patient, and professional when dealing with difficult or upset customers.
- Basic proficiency in Microsoft Office, email, data entry, and customer-record management.
- Good command of Myanmar language and basic-to-intermediate English. Additional language skills are an advantage.
- Good teamwork skills and the ability to coordinate effectively with internal departments and tenants.
- Able to work according to a shift schedule, including weekends and public holidays.
- Presentable appearance with a friendly, service-minded, and responsible attitude.
What We Offer:
- Competitive salary based on qualifications and experience.
- Professional and supportive working environment.
- Opportunities for career growth and professional development.
- Experience working with a dynamic and collaborative team.
- Training and continuous learning opportunities.
Key Performances Indicators
- Customer enquiries handled accurately and promptly
- Customer complaints resolved within the required timeline
- Completeness and accuracy of complaint and lost-and-found records
- Customer satisfaction survey results
- Support provided for CRM, redemption, and promotional activities
- Attendance, punctuality, grooming, and compliance with service standards
