Customer Relations Officer

• Managing the Information Counter
• To man the i-counter and assisting customers with enquiries and provide accurate information as well as activities happening in the centre
• To manage and monitor all common facilities and common area provided are in good condition and well maintained
• To manage and monitor all Family Friendly Services e.g. maintain the hygiene of, Power Scooter, Wheelchair, Baby stroller, etc.
• To ensure that all customer / tenant complaint is addressed to relevant department. Follow up on feedback forms and response
• To be the main liaison between tenants and the management on daily operational matters
• Distribute management correspondence / circular / information to tenant
• To record lost and found items in the centre, send to Security if not claimed at end of business day
• Respond to injuries and accidents in the centre, escalate to Duty Manager if not able to handle
• Making general announcement over the public announcement system
• Interacting with customers and attending to their queries and feedback
• Attend to enquiries and requests from phone calls/e-mails/Whatsapp and etc in a professional and prompt manner, provide timely updates and responses to both customers and management
• Manage the redemption of Gift with Purchase (GWP), birthday gifts, e-vouchers, rewards, and other marketing initiatives. This includes providing regular status updates to the management
• Conduct daily stock and inventory checks of all premiums, including reporting to the marketing department
• Recommend, promote and educate customers on the benefits of loyalty program to meet customers’ needs and objectives
• To familiarize with and support the day-to-day operations and administration of all loyalty programs through the CRM system, as well as EV charging stations, Traffas workpods, and RBBC, according to the SOP and policy
• Manage loyalty membership programs, promotional campaigns, activities, inventory allocation and tracking of reward redemption
• To manage the on-site customer experience at EV charging stations, Traffas work pods, and handle inquiries regarding RBBC. This includes reporting to the management team and following up with customers
• To conduct sharing sessions related to customer service in coworker meeting forums
• Coordination with Marketing Department
• Be alert and informed of all promotion activities and event happening in the centre
• Updating Supervisor on promotion offered by tenant
• Any ad-hoc duties as may be assigned from time to time

• Minimum of SPM and above
• Able to communicate in English and Bahasa Malaysia
• Experience in customer relation / tele-marketing / front desk / other related field
• Strong interpersonal skills
• Must be a team player, pleasant personality and a people person
• Able to work on shift, weekend and public holidays

Speaking any other additional language is an advantage