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Open nowPosted yesterday

Customer Service Officer

MyCareersFuture94,028 open roles

Pay
SGD 2,200 – SGD 2,700 a month
Where
West, Singapore
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Your applicationOpen nowCustomer Service OfficerMyCareersFuture · West, Singapore

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.9%7 days
  4. 14.2%14 days
  5. 34.1%30 days
This job: posted yesterday

The posting

About the role The Customer Service Officer serves as the first point of contact for shoppers and tenants, delivering exceptional customer service and ensuring a positive shopping experience. The role supports the daily operations of the Customer Service Counter, executes mall promotions and loyalty programmes, and assists in driving customer engagement initiatives.

Key Responsibilities:

1) Customer Experience & Service Excellence

  • Deliver professional, courteous and efficient customer service to shoppers, tenants and shoppers.
  • Attend to enquiries, feedback, complaints and service requests, ensuring timely resolution and escalation where necessary.
  • Maintain high service standards and uphold the mall's customer experience objectives.
  • Provide information on directions, services, promotions, events and tenant offerings.

2) Customer Service Counter Operations

  • Manage the daily operations of the Customer Service Counter, ensuring smooth and efficient service delivery.
  • Handle gift redemptions, loyalty programme and promotional mechanics in accordance with established guidelines.
  • Maintain accurate records and reports for customer service activities, redemption programmes and inventory management.
  • Ensure proper handling and safeguarding of premiums and redemption items.

3) Promotions & Events Support

  • Support the execution of mall marketing campaigns, events and shopper engagement initiatives.
  • Assist in the setup, administration and fulfilment of promotional activities and customer rewards programmes.
  • Engage shoppers proactively to drive participation in mall campaigns and loyalty initiatives.
  • Briefing tenants’ staff on promotional mechanics to entice shoppers to spend more at their outlets.

4) Operational & Administrative Support

  • Assist with manpower scheduling and roster planning in coordination with Customer Service Executives and Centre Management.
  • Monitor customer-facing facilities and coordinate with relevant departments to ensure a pleasant shopping environment.
  • Prepare operational reports and maintain accurate documentation as required.
  • Support emergency response procedures and operational contingencies when necessary.

Requirements

1) Qualifications & Experience

  • Minimum GCE 'O' Level, NITEC, Diploma or equivalent qualification.
  • Minimum 2 years of relevant experience in shopping mall customer service, hospitality, hotel concierge, retail operations or a related customer-facing environment.
  • Experience in handling customer feedback and service recovery situations will be an advantage.

2) Skills & Competencies

  • Customer-focused with a passion for delivering excellent service.
  • Strong communication and interpersonal skills with the ability to engage diverse customer profiles.
  • Positive, proactive and service-oriented attitude.
  • Good organisational and multitasking abilities.
  • Ability to work independently as well as collaboratively within a team.

3) Digital & Technical Skills

  • Proficient in Microsoft Office applications (Word, Excel, PowerPoint and Outlook).
  • Familiarity with CRM systems, loyalty programmes, e-voucher platforms, mobile applications and digital redemption systems will be an advantage.
  • Strong digital literacy and confidence in assisting shoppers with mobile app downloads, account registration, e-payment and digital loyalty programme transactions will be highly preferred.
  • Knowledge of social media platforms and digital customer engagement tools will be a plus.

4) Other Requirements

  • Able to perform shift work, including weekends and public holidays.
  • Comfortable working in a fast-paced retail and customer service environment.
  • Bilingual in English and Mandarin will be an advantage to support a diverse shoppers’ profile.
  • Strong customer service mindset.
  • Ability to handle challenging situations with tact and composure.
  • Adaptability to digital transformation and evolving customer engagement platforms.
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