Customer Relations Officer (i-Counter) at IPC Shopping Centre

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.