Assistant - Customer Care

Job Summary

Sunway Malls is looking for someone who is responsible for delivering excellent customer service at the concierge by assisting with enquiries, managing feedback and daily services, and supporting smooth mall operations and customer experience.

Job Description

1. Handle customer feedback, complaints, and requests professionally, ensuring timely follow-up and resolution, coordinate with internal departments (Security, Housekeeping, Operations, Marketing) to resolve customer issues efficiently, until case is closed.
2. Daily operations at Concierge. Manage concierge counter, including lost & found items, wheelchair/stroller loan services, and redemption programmes. Ensure the concierge area is presentable, organized, and stocked with necessary forms/materials.
3. Ensure effectiveness and excellence in customer care. Assist customers with enquiries, directions, and general information regarding the mall, tenants, and ongoing promotions.
4. Handle customer care initiatives, support mall events, campaigns, and promotional activities when required.
5. Assist in emergency situations (First Aid, and any safety knowledge) by supporting and providing guidance to shoppers and relevant teams.
6. Make public announcements when required.
7. Monitor and update customer records, reports, and logs accurately.
8. Uphold the mall’s brand image through professional communication and courteous behavior.
9. To perform specific or other related duties as maybe assigned in the interest of the company from time to time.
10. To comply with PDPA and Sunway Compliance Manual.
11. To ensure that Personal Data is not disclosed to any unauthorized 3rd party without obtaining clearance from the Information Manager or the PDP Officer.

Job Requirements

• Holds atleast a Diploma
• Atleast have 1 to 2 years of experience in Customer Care, Service Related/ F&B/ Hotel & Management Industry.
• Required to overtime during peak, work on shift, weekend and public holiday.
• Good writing in English and Bahasa
• Good communication skill in English and Bahasa. Other languages will be an advantage
• Customer Care, Customer Service experience
• Competent in providing good hospitality
• Willing to be based in Sunway Wangsa Mall