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Associate, Customer Experience

Objectives:

  • Deliver exceptional customer experiences by serving as the primary point of contact for customers, tenants and visitors across both physical and digital channels.
  • Foster a customer-centric community by managing enquiries, feedback and customer interactions, while providing actionable insights to improve the overall mall experience.
  • Support the successful execution of mall campaigns, events, community engagement activities and customer experience initiatives.

 

Job Duties:

  • Manage the Information Counter / Booth (if any), and attend to customers’ and tenants' enquiries, feedback and complaints with professionalism, empathy and a positive service attitude at all times.
  • Monitor and manage customer interactions across multiple channels, including the Information Counter / Booth (if any), email, social media platforms, website feedback forms, Google Reviews and other customer touchpoints.
  • Ensure timely follow-up, resolution and closure of customer feedback, collaborating with relevant internal stakeholders where required.
  • Gather, track and analyse customer feedback, sentiment and recurring issues, and provide regular insights and recommendations to improve customer experience.
  • Actively engage customers on the ground to understand customer needs, identify opportunities for service improvements and build stronger community relationships.
  • Observe and adhere to all standard operating procedures, including housekeeping, opening and closing routines, stock-taking activities and other related processes at the Information Counter / Booth (if any).
  • Support the execution of mall promotional campaigns, events, activations, redemption programmes, contests and community engagement initiatives.
  • Assist in communicating mall programmes, events and campaigns to customers and encourage participation where appropriate.
  • Support the adoption of digital services and mobile applications by assisting customers with basic troubleshooting and usage enquiries.
  • Maintain accurate and timely records of customer enquiries, feedback, complaints, operational reports, campaign participation, inventory and other required documentation.
  • Leverage digital tools, customer relationship management systems and AI-enabled platforms to improve service delivery, engagement and productivity.
  • Support a customer-centric culture and strive for operational excellence for self and within the team.
  • Perform related duties and responsibilities as assigned by your manager.

 

Requirements:

 

Education

  • Minimum GCE 'O' Level qualifications, NITEC, Higher NITEC, Diploma or equivalent.
  • Qualifications in Hospitality, Communications, Marketing, Business or Customer Experience disciplines will be an advantage.

 

Experience

  • Minimum 1 to 2 years of experience in customer-facing roles such as hospitality, guest relations, customer service, events, community engagement or related industries.
  • Experience managing customer feedback, social media interactions, digital engagement platforms or community channels is an advantage.
  • Fresh graduates with strong interpersonal and digital communication skills are welcome to apply

 

Skills

  • Proficient in Microsoft Office applications (e.g. Word, Excel, PowerPoint and Teams).
  • Strong communication skills with the ability to engage confidently and professionally with customers, tenants and internal stakeholders across both physical and digital channels.
  • Comfortable managing customer interactions through multiple touchpoints, including face-to-face, email, social media, messaging platforms and online feedback channels.
  • Strong problem-solving and service recovery skills, with the ability to respond calmly and effectively in challenging situations.
  • Customer-centric mindset with the ability to understand customer needs, build rapport and create positive experiences.
  • Ability to identify recurring customer issues, gather insights and provide recommendations to improve customer satisfaction and operational effectiveness.
  • Digitally savvy and comfortable learning new systems, mobile applications, CRM platforms and AI-enabled powered productivity tools.
  • Strong organisational skills with attention to detail in maintaining records, reports and customer cases.
  • Bilingual in English and one other language (Mandarin, Malay or Tamil) is highly desirable.

 

Attributes

  • Friendly, approachable and enjoys interacting with people from diverse backgrounds.
  • Naturally curious and proactive in understanding customer needs and identifying opportunities for improvement.
  • Strong sense of ownership, responsibility and accountability.
  • Positive, resilient and adaptable in a fast-paced environment.
  • Comfortable with engaging customers both at the Information Counter / Booth (if any) and on the mall floor, moving between operational and customer-facing responsibilities.
  • Able to work independently and collaboratively across different teams.
  • Passionate about delivering memorable customer experiences and building community connections.
  • Able to work on rotating shifts, weekends and public holidays.

If the above profile sounds like you, please send us your CV for a detailed discussion.

 

We are an equal opportunity employer. Personal data provided by job applicants will be treated in strict confidence and used strictly in accordance with our Privacy Policy Statement for recruitment purpose only. A copy of the Statement is available on our website (LAML.com). Applicants who do not hear from us within 6 months may consider their applications unsuccessful.

 

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