Senior Customer Service Officer, Festival Walk (Based in Hong Kong)

The Role On a rotational basis to act as the Duty In-charge to oversee the daily operations of the Concierge and provide coaching andguidance to CS team members. Job Responsibilities Supervise the Customer Services Team to provide excellent services to shoppers and tenants with exceptional customer experiences Manage written and verbal customer enquiries across platforms in a timely and quality manner Assist Marketing Team to maintain smooth operation of the mall loyalty programme and mall events Provide coaching and mentorship to enhance team capabilities and service standards Manage rosters and relevant administrative tasks of the Customer Services Team #LI-TT1 Job Requirements Diploma or Certificate in related disciplines 5+ years of experience in customer service with 2+ years in a supervisory role , preferably in the Retail/ shopping malls, to bring valuable insights and best practices to the team Strong interpersonal and communication skills, with the ability to build rapport with customers and stakeholders at all levels Excellent problem-solving and decision-making skills to handle complex customer issues and drive positive outcomes Proficient in Microsoft Office to effectively manage reports and team communications 5-day work week at both office and Concierge ; shift duty and 9 hours per day Candidate with less experience could be considered as Customer Service Officer