Customer Service Coordinator

About the role

The Customer Service Coordinator supports the execution and delivery of the bespoke Customer Service program in a specific MAF Mall, ensuring smooth day‑to‑day operations of the Customer Service Information Desk and delivering high‑standard, memorable experiences for visitors.

Key responsibilities

• Maintain up‑to‑date knowledge of mall assets, services, layouts, stores and promotions to ensure smooth desk operations.
• Deliver exceptional service by handling inquiries, directions, promotions, calls and assigned mall services while maintaining a professional attitude.
• Handle and resolve customer complaints across all channels within SLA, escalating when required.
• Coordinate with tenants, retailers and internal departments such as security and maintenance to ensure smooth operations.
• Manage programs including gift cards, loyalty programmes, valet, stroller/wheelchair rentals, gift‑wrapping, lost & found and other mall services.
• Ensure accurate inventory control, proper payment handling, compliance with finance procedures and reporting of discrepancies.

Required profile

• Bachelor’s degree in any field.
• Minimum 2 + years experience in customer service, preferably in a reputed shopping centre or luxury hotel environment.
• Strong customer‑facing experience in a premium service setting.

Required skills

• Customer service expertise.
• Knowledge of mall operations and tenant coordination.

What we offer

• Friendly, positive work environment.
• Opportunity to work with over 45,000 diverse colleagues guided by a leadership model.