Customer Service Officer
ESR is a leading Asia-Pacific real asset owner and manager focused on logistics real estate, data centres, and energy infrastructure that power the digital economy and supply chain for investors, customers, and communities. Through our fully integrated real asset fund management and development platform, we strive to create value and growth opportunities for our global portfolio of investors. We offer our customers modern space solutions to realise their ambitions across Australia and New Zealand, Japan, South Korea, Greater China, Southeast Asia, and India, including a presence in Europe. Our purpose, Space and Investment Solutions for a Sustainable Future, drives us to manage sustainably and impactfully for the communities we serve to thrive for generations to come. Visit www.esr.com for more information.
Real Asset Management | APAC's Leading Real Asset Manager - ESR
ESR Group is APAC’s leading real asset management group. We provide investors with various public and private real asset investments and solutions.
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