Job Description

Customer Service & Tenant Relationship Senior Executive
Our client is a large-scale physical retail mall managed like a startup as it reinvents and is reborn into an entirely new concept. They have redefined their retail with a "Fit by Day, Fun by Night" concept, offering a unique blend of stores, restaurants, and fitness establishments in a sprawling 180,000 sqm space.

They are seeking an energetic, personable, and multilingual individual to join our team as a Customer Service and Tenant Relationship Senior Executive. This role is key in maintaining and enhancing the shopping experience for our diverse customer base and in fostering positive relationships with our tenants.

Responsibilities

• Customer Service Excellence

• Deliver exceptional service to customers, addressing inquiries and resolving issue promptly

• Develop and implement strategies to enhance customer satisfaction and loyalty

• Conduct regular surveys to gather customer feedback and suggest improvements

Tenant Relationship Management

• Build and maintain strong relationships with tenants, understanding their business needs and goals
• Act as the primary liaison between the mall management and tenants for all communication

• Coordinate with tenants for promotional events and activities to drive foot traffic and sales

Team Leadership and Coordination

• Lead and inspire the customer service team to achieve excellence in customer interactions

• Organize training and development opportunities for team members

• Ensure all team members are well-informed about mall policies, events, and promotion

Operational Management

• Oversee customer service desk operations, ensuring efficiency and effectiveness.

• Implement and monitor customer service standards and protocols

• Analyze and report on customer service metrics and tenant activities

• Marketing and Promotional Support

• Collaborate with the marketing team to support mall promotions and events

• Engage actively with customers and tenants to maximize participation in mall activities
• Leverage social media and other digital platforms to enhance customer engagement

Qualifications

• Bachelors degree in Business Administration, Marketing, Communications, Hospitality or a related field

• At least 3-5 years of experience in customer service, retail, or a related field

• Proficiency in English, Thai, and Chinese (preferred) to effectively communicate with a diverse customer base and tenants

• Excellent communication and interpersonal skills

• Strong leadership and team management abilities

• Proactive problem-solving and decision-making skills

• Ability to work flexibly and respond to changing business needs

• Able to use social media and AI apps