Customer Service & Experience

• Supervise daily customer service counter operations to ensure smooth and efficient service.
• Handle escalated customer complaints, feedback, and enquiries in a professional and timely manner.
• Ensure service standards and SOPs are consistently followed by the team.

Team Supervision & Training

• Lead, train, and coach customer service staff to deliver quality service.
• Schedule duty rosters and ensure adequate staffing coverage.
• Monitor staff performance and provide guidance for improvement.

Customer Service Operations & Support

• Manage customer service functions including information services, lost & found, gift redemptions, and counter promotions.
• Support marketing and promotional activities, including events, campaigns, and festive programs.
• Coordinate with tenants, security, and operat...