Concierge (Customer Service Officer)
Easyhome International (M) Sdn Bhd
- Subang Jaya, Selangor
- Tetap
- Sepenuh masa
- Minimum SPM / Diploma in Hospitality, Business Administration, Communications, or related fields.
- Prior experience in customer service, hospitality, or front desk operations preferred (experience in shopping malls or retail is an advantage).
- Excellent communication and interpersonal skills.
- Ability to handle complaints calmly and professionally.
- Strong problem-solving and multitasking abilities.
- Proficiency in English and Bahasa Malaysia (Mandarin or other languages is an added advantage).
- Basic computer literacy (Microsoft Office, email).
- Friendly, approachable, and customer-oriented.
- Well-groomed and presentable at all times.
- Able to work under pressure and adapt to fast-paced environments.
- Willing to work on shifts, weekends, and public holidays (as malls operate 7 days a week).
- May be required to stand for extended periods.
- Welcome and assist shoppers, tenants, and visitors at the concierge desk or designated service areas.
- Provide accurate information about mall facilities, promotions, tenant locations, events, and transportation services.
- Handle requests for services such as wheelchair or stroller loans, lost & found, gift wrapping, and shopping assistance.
- Assist with VIP guest handling and special arrangements during events or promotional activities.
- Address and resolve customer inquiries, complaints, and feedback promptly and professionally.
- Escalate unresolved issues to the Customer Service Supervisor or relevant departments when necessary.
- Ensure all incidents and complaints are logged accurately in the system for reporting and follow-up.
- Maintain updated knowledge of mall events, promotions, store openings, and tenant directories.
- Disseminate information on mall campaigns, loyalty programs, and safety guidelines to shoppers.
- Act as a liaison between shoppers and tenants to facilitate smooth communication.
- Ensure adherence to mall service standards, including grooming, communication etiquette, and customer engagement.
- Participate in regular training sessions to enhance product knowledge, communication skills, and service delivery.
- Monitor and maintain the concierge counter, ensuring IT is clean, organized, and presentable at all times.
- Assist in guiding customers during emergencies or mall evacuation drills, ensuring compliance with safety protocols.
- Report security concerns, accidents, or lost children immediately to the relevant department.
- Record daily inquiries, feedback, and incident reports accurately for management review.
- Support administrative tasks related to concierge operations, such as inventory checks for loan items (wheelchairs, strollers, etc.).
- Customer satisfaction scores (feedback surveys)
- Response time for handling inquiries and complaints
- Accuracy of information provided
- Service quality compliance (grooming, communication, professionalism)
- Meal Allowance
- Phone Allowance
- Full Attendance Allowance
- Free Parking
- Annual Leave (After Confirmation)
- Annual Bonus
- Sports Day
- Public Holiday (12 gazette days)
- EPF / SOCSO / PCB
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