Customer Service Officer

Description

ESR Real Estate Services Management (previously known as APM Property Management) is part of the ESR Group (the “Group”). The Group is APAC’s largest real asset manager powered by the New Economy and the third largest listed real estate investment manager globally.

With US$140 billion in gross assets under management (AUM), the Group’s fully integrated development and investment management platform extends across key APAC markets, including China, Japan, South Korea, Australia, Singapore, India, New Zealand and Southeast Asia, representing over 95% of GDP in APAC, and also includes an expanding presence in Europe and the U.S.

Responsibilities:

• Manning of the officer tower reception counters and retail mall information counters – including basic operations of systems e.g. office turnstile, BI CRM
• To assist and support shoppers’ needs and requests at the customer service counter
• Ensure all CX related reports are accurately recorded – inventory, redemption transactions, shift reports, lost & found, enquiries log
• Resolve receipt dispute issues by liaising with merchant and shoppers
• Respond to Live Chat and online enquiries, including feedback related to general enquiries and Suntec+ points accreditation
• Engage shoppers during counter visits on the Suntec+ loyalty program
• Respond to in-bound casual leasing enquiries for atrium space through online platforms (KPI: Enquiry response time & responsiveness)
• Follow up on leasing leads for pushcart and vending machines:

• Secure booking of pushcarts and vending machines, subject to approval of merchandise category by Revenue team (KPI: Closing rate)

• Site walk and inspection of vendor operations

• Assist with tenant liaison for the following:

• Calls to tenants to promote lease of Space & Ad Sites (KPI: Call rate and leads churned)

• Engagement with tenants for participation (promos, deals, physical activations) in upcoming campaigns

• Engage and train tenants in Suntec+ onboarding, including basic program training

Requirements

• Diploma in Marketing/Hospitality or its equivalent
• 2-4 years relevant experience in front line public facing experience eg shopping malls, hotel front line
• Able to commit weekends/Public Holidays