Customer Service Specialist (1 Year Contract)

Responsibilities

• Managing the Raffles Prestige WhatsApp channel, serving as the first point of contract for members via WhatsApp, providing timely and courteous responses to general programme-related enquiries and F&B reservation support requests

• Deliver personalised VIP engagement as a representative of Raffles City by offering attentive concierge service to Raffles Prestige’s top-tier clientele, fostering long-term loyalty and enhancing brand prestige

• Support exclusive Raffles Prestige events through providing assistance in the seamless execution of high-touch member events, from guest registration and hosting to coordination with internal stakeholders and brand partners

• Provide proactive member assistance through anticipating members’ needs, delivering thoughtful recommendations on dining, shopping, and event experiences curated to their preferences

• Managing of the customer service counter and exhibiting excellent customer service skills in the course of duty

• Manage the day to day operations of the Raffles City Lounge, ensuring the lounge is well maintained, operationally ready, and delivers a premium hospitality experience for members and guests. Monitor lounge capacity, amenities, and service standards, while addressing member requests and coordinating with relevant stakeholders to ensure a seamless lounge experience

• Roving duties of the mall which includes common areas and retail spaces to ensure areas are well maintained and to flag out any maintenance issues or customer feedback to respective departments

• Provide timely and accurate clarification and advice to enquiries from the public

• Handling of customers’ feedback and complaints

• Perform paging and in-house announcement based on the standard guidelines

• Provide timely and accurate clarification and assistance to shopper enquiries received at the concierge counters and via the official email channel

• Handling and administering of lost and found items

• Assist in the execution of the mall’s promotions and events

• Upsell the CapitaStar Loyalty program and eCapitaVoucher

• Introduce to the public CapitaLand’s enhanced customer service through digital solutions e.g. eGift-With-Purchase, CapitaStar applications and eCapitaVoucher

• Mall round duties for in-mall Marketing Communication facilities inspection

• Educate mall retailers on eCapitaVoucher acceptance

• Managing partners’ loyal programme redemptions

• Handling of administrative duties

• Any other task as assigned by immediate supervisor/management

Requirements

• GCE’O’ Levels and above

• Preferably with 1 or 2 years’ working experience in similar capacity

• A team player and possess a pleasant disposition

• High self-initiative and attentive to details

• Knowledge of local dialects is an advantage

• Required to work on 6 days rotating shifts including weekends and Public Holidays

• Must be computer literate, customer oriented with good communication and interpersonal skills