Senior Service Operations Manager

2 days ago


Singapore Customer Labs Full time

About Customer Labs

We are a dynamic team committed to delivering exceptional customer experiences in a fast-paced retail environment.

Job Summary

This senior role is responsible for overseeing the smooth operation of our customer service counters, managing a team of officers, and ensuring excellent service delivery.

Main Responsibilities

  • Conduct daily briefings with customer service officers to disseminate important information related to the mall and tenants.
  • Plan and manage the duty roster for the team without compromising operations.
  • Recommend and arrange suitable training courses for the team to enhance their skills.
  • Work closely with the assistant manager to implement tracking sheets for premiums and vouchers issued to the department.
  • Liaise with tenants on acceptance of mall vouchers and ensure decals are displayed prominently within the premises.
  • Monitor inventory usage at the customer service counters.
  • Update loyalty programme-related platforms when there are changes to participating tenants.

Requirements

  • Degree in Marketing Communications or Hospitality.
  • At least 3 years of relevant experience in the shopping mall or retail industry.
  • Self-motivated, independent, and meticulous with a keen eye for details.
  • Excellent written and verbal communication skills.
  • Able to perform well under pressure in a fast-paced environment with minimal supervision.
  • Candidates with relevant customer service or concierge team lead experience in a retail mall will be advantageous.


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