As a key ambassador of CapitaLand malls, you will deliver exceptional service and provide problem resolution to shoppers while supporting marketing initiatives and daily operations — creating a welcoming and engaging experience for both shoppers and tenants.
Responsibilities
- Address shoppers’ enquiries, lost and found cases, and incidents promptly and professionally
- Introduce CapitaLand’s enhanced customer service through digital solutions to shoppers e.g. eGift-With-Purchase, CapitaStar app, eCapitaVoucher and Casey live chat
- Be stationed at prominent locations around the mall to provide assistance and promote sign-ups via the CapitaStar app to shoppers proactively
- Make periodic mall announcements based on the standard guidelines
- Roving duties of the mall which include common areas and retail spaces to ensure areas are well maintained and to flag out any issues or customer feedback to respective departments, and provide assistance to tenants
- Regularly educate tenants on CapitaStar loyalty programme ecosystem, eCapitaVoucher acceptance and other marketing matters
- Promote the Excellent Service Award (EXSA) by identifying and recommending outstanding tenant staff
- Plan and conduct regular briefing and Product Knowledge sessions with tenants, maintain a participation roster, and report session insights to the Centre Management Office (CMO) team
- Support marketing functions including but not limited to documenting events, new store openings with photos and gathering shoppers' feedback where applicable
- Check and maintain the condition of marketing materials, Point-of-Sale Machines (POSMs), and display panels
- Exhibit excellent customer service skills in the course of duty
- Manage duty roster, email correspondence, and advertising space scheduling
- Handle content updates for the mall’s website and digital directories
- Handling of administrative duties and any other task as assigned by immediate supervisor/management
Requirements
- GCE’O’ Levels and above
- Preferably with 1- or 2-years working experience in similar capacity
- A team player with pleasant disposition, candidates with familiarity with mall operations or frontline retail/hospitality will be favorably considered
- Excellent communication and interpersonal skills (for customer and tenant interaction)
- Positive, service-oriented mindset with an ability to multitask and stay calm under pressure
- Knowledge of a second language (Mandarin, Malay, Tamil, or other regional languages) is a plus, especially to assist tourists or senior shoppers.
- Required to work on 6 days rotating shifts including weekends and Public Holidays
- Comfortable with using mobile applications to guide others on our mobile app platforms
Note: This position may involve deployment or transfer to other locations based on business needs. Applicants should be open to relocation as required by the organization to meet operational demands.