Customer Service Supervisor-Lot 10 Bukit Bintang

Key Responsibilities

• Lead, coach, and supervise a team of Customer Service Assistants to deliver exceptional customer service and an outstanding shopping experience.


• Monitor team performance and service standards, ensuring all customer enquiries, complaints, and service requests are handled professionally and promptly. 


• Conduct regular coaching, training, and performance reviews to develop team capabilities and service excellence. 


• Schedule manpower and allocate resources effectively to ensure adequate service coverage during peak and non-peak periods.


• Manage customer engagement initiatives, including loyalty programme redemptions, gamification rewards, and other promotional activities.


• Provide professional assistance and timely resolution to customer enquiries, complaints, returns, refunds, and exchanges.


• Coordinate and deliver value-added services, including engraving, gift wrapping, and other customer experience offerings.


• Build and maintain strong customer relationships to enhance customer satisfaction and retention.


• Perform any other duties and responsibilities as assigned by the Company from time to time, in accordance with business needs and management discretion.

Requirements

• SKM or Diploma in Business Administration, Marketing, Hospitality, Customer Service, or a related discipline will be an advantage. 


• Minimum 3 years of experience in Customer Service or Customer Relationship Management, with at least 2 years in a supervisory or team leadership role.


• Proven ability to lead, motivate, and develop a customer service team


• Strong people management, coaching, conflict resolution, and stakeholder management skills


• Experience in customer experience management, service quality monitoring, and performance reporting