Concierge (Customer Service Officer)

• 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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