- Lead and manage the Customer Relations team to deliver outstanding service experiences.
- Develop and implement customer service strategies, policies, and procedures.
- Ensure service excellence across all customer touchpoints within ICONSIAM.
- Handle and resolve complex customer complaints and escalations in a timely and professional manner.
- Monitor customer feedback, analyze trends, and propose improvement initiatives.
- Collaborate with tenants and internal departments to enhance overall customer experience.
- Plan and execute customer engagement programs, loyalty campaigns, and special events.
- Maintain service quality standards and ensure team compliance with company guidelines.
- Prepare reports and performance analysis related to customer satisfaction and service KPIs.
- Conduct training and coaching for frontline staff to continuously improve service standards.
Hours of operation : working 5 days/week
Qualification :
- Bachelor's degree or higher in Hospitality Management, Business Administration, Marketing, or related fields
- Minimum 5–8 years of experience in customer service, preferably in shopping malls, hospitality, retail, or luxury environments
- Proven experience in team management and leadership roles
- Strong command of English; additional languages (e.g., Chinese) are a plus
- Excellent problem-solving and decision-making skills
- Strong interpersonal and communication skills
