Executive, Customer Service, Vietnam

You will be responsible for overseeing the Customer Service Counters to ensure smooth running of the daily operations and managing the team of Customer Service Officers to provide excellent service.

Job Responsibilities

• Analyse customers' feedback to understand areas for improvement and present the findings to Manager

• Monitor responses to customer requests and queries to minimise gaps in customer service delivery. Manage customers' concerns

• Conduct daily briefings to the Customer Service Officers to ensure that mall/tenant-related information is properly disseminated

• Plan and manage the duty roster for and recommend and arrange suitable training/courses for the team without compromising operations

• Work closely with the Assistant Manager to formulate and implement tracking sheets to ensure check and balance of all premiums and/or vouchers issued to the department

• Attend and respond to feedback received across all platforms within the stipulated timeframe; and liaise with tenants on acceptance of mall vouchers and ensure that decals are prominently displayed within the premises

• Monitoring inventory usage at the Customer Service Counters

• Updating all loyalty programme-related platforms when there are any changes to participating tenants

• Remind tenant in debt base on Aging report from finance

• Research on customer needs to improve customer relationships and experience

• Organize the client contact database

• Perform any other duties as assigned by management.

• Degree in Marketing Communications or Hospitality

• 3 years relevant experience in the shopping mall or retail industry

• Self-motivated, independent and meticulous with a keen eye for details

• Possess excellent written and verbal communication skills

• Able to perform well under pressure in a fast-paced environment with minimal supervision

• Candidates with relevant customer service or concierge team lead experience in a retail mall will be advantageous