Job Role

• Lead and supervise the customer service team to ensure smooth daily operations.
• Monitor and manage staff attendance, punctuality, and performance.
• Provide training, coaching, and continuous guidance to team members to improve service quality.
• Handle customer inquiries, complaints, and concerns in a timely, professional, and empathetic manner.
• Ensure high levels of customer satisfaction by resolving issues effectively.
• Address and resolve conflicts within the team and between customers and staff.
• Ensure all customer service staff comply with mall and company service standards.
• Create a positive, welcoming, and customer-friendly environment at all times.
• Support management in maintaining and improving customer service processes and standards.

Job Requirements

• Male Candidates only.
• 5–7 years of experience in Guest Relations, Front Office, or Customer Service, preferably in a mall, retail, or hospitality environment.
• Proven experience in team supervision or leadership.
• Excellent communication skills with a strong command of English (verbal and written).
• Proficient in MS Office and basic digital tools.
• Diploma in Hospitality Management or Business Management will be an added advantage.
• Strong customer-handling and problem-solving skills.
• Ability to work under pressure with minimal supervision.
• Team-oriented with good interpersonal skills.
• Flexible to work on a roster basis, including weekends and mercantile holidays.