MALL CUSTOMER SERVICE SUPERVISOR [ TEBRAU ]

Job Title: Customer Service Supervisor Location: Tebrau Shopping Centre, Johor Type: Full-Time Job SummaryThe Customer Service Supervisor will lead and manage the customer service team to ensure exceptional service delivery. This role involves overseeing daily operations, training staff, resolving escalated issues, and maintaining the highest standards of customer satisfaction. Key Responsibilities Leadership and Team Management: Supervise and guide the customer service team in their daily tasks and ensure adherence to service standards. Schedule shifts and allocate responsibilities to team members efficiently. Monitor team performance and provide constructive feedback. Customer Service Excellence: Handle complex or escalated customer inquiries and complaints with professionalism. Ensure a seamless shopping experience for customers by identifying and addressing potential service issues proactively. Conduct regular evaluations of customer service quality through feedback and performance metrics. Training and Development: Onboard new team members and conduct training on customer service best practices. Organize periodic skill development sessions to enhance team effectiveness. Operational Oversight: Oversee the daily operations of the customer service counter, including handling lost and found items and assisting with tenant and visitor inquiries. Ensure all promotional materials, information desks, and digital kiosks are up-to-date and functional. Reporting and Coordination: Maintain records of customer feedback, complaints, and resolutions. Prepare and present regular reports on service trends, team performance, and areas for improvement. Collaborate with other departments (e.g., security, housekeeping, and management) to ensure seamless operations. Qualifications and Skills Education: Diploma or degree in Business Administration, Hospitality Management, or a related field. Experience: Minimum 2-3 years of experience in a customer service or supervisory role, preferably in a retail or shopping mall environment. Skills: Excellent communication and interpersonal skills. Strong problem-solving abilities and the capacity to handle escalated issues calmly. Proficiency in Bahasa Malaysia, English, and other local languages (advantageous). Competent in using customer management software and Microsoft Office. Leadership skills with a focus on team motivation and conflict resolution.