Customer Relations Team Leader, IPC Shopping Centre

GREAT place for shopping, leisure and meetings for my family and friends; with a GOOD MIX of retail offering that making every wishes AFFORDABLE.

Located at the heart of the upmarket and affluent Damansara neigbourhood, IPC Shopping Centre attracts a sophisticated customer profile and adjoins IKEA Damansara, one of the most successful stores in the IKEA family that ranks in the top 10 worldwide for footfall. We are one of the first to many shopping centres under Ikano Centre’s portfolio across the Southeast Asian region.

IPC Shopping Centre is a family-friendly shopping destination that is more than just shopping. It is So Much More as there are more than just transactional experience. IPC is a place where people want to return to, over and over again. In IPC Shopping Centre, we strive to bring bright smiles and laughter to our shoppers.

General Administrative Support:

• Champion the customer service department in developing and enforcing Standard Operation Procedure (SOP); reviewing and evaluate when necessary.
• Supervise day-to-day operations of the Customer Service Department.
• Establish guidelines for the customer service department pertaining to customer feedback and report to the respective department.
• Monitor customer service operation, identify issues and develop action plan to resolve the issues in promptly manner.
• To prepare duty roster for CSO and managing their duty.
• To prepare monthly work schedule and reports.
• To liaise with all common facilities provider, ensuring all equipment provided are in good order.
• Conduct team huddles to gather feedback and provide coaching to CSO.
• Maintain close relationship with all cross-functional stakeholders to ensure timely response in helping to solve customer issues.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Support the Marketing Department with shopper insight & support strategies to effectively make decisions that drive business growth.

Managing the Information Counter:

• To man the counter and assisting customers with enquiries and provide accurate information, activities happening in the centre.
• Interacting with customers and attending to their queries and feedback.
• Attend to enquiries and requests from phone calls/e-mails/Whatsapp and etc in a professional and prompt manner.
• Manage redemption of Gift with Purchase (GWP), birthday gifts, e-vouchers, rewards and etc.
• Daily stock and inventory check of all premiums.
• Recommend, promote and educate customers on the benefits of loyalty program to meet customers’ needs and objectives.
• Support day-to-day operations & administration of all loyalty programs through the CRM system.
• Manage loyalty membership programs, promotional campaigns, activities, inventory allocation and tracking of reward redemption.
• Coordinating the distribution of correspondence / circular / information to tenant.
• Making sure letters / correspondence from external parties to management are sent to the respective person.
• Respond to injuries and accidents in the centre, escalating to Duty Manager if unable able to handle.
• Making general announcement over the public announcement system.

Coordination with Marketing Department:

• To coordinate marketing event briefing and making sure CSO is clear on detail of events.
• Be alert and informed of all promotional activities and events happening in the centre.
• Update marketing on promotions offered by tenant.
• Any ad-hoc duties as may be assigned from time to time.

• Minimum of SPM and above.
• Possess at least of 3 years working experience in in customer relation / tele-marketing / front desk / other related field.
• Experienced leading or supervising a team.
• Strong interpersonal skills, able to communicate in English and Bahasa Malaysia. Speaking any other additional language is an advantage.
• Aptitude in presentation and public speaking.
• Must be a team player, independent, able to multitask, have a pleasant personality and a people person.
• Able to work on shift, weekend and public holidays.

Please apply by 5-May-2025.