Customer Service Specialist (1 Year Contract)

About Us

CapitaLand Group (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered in Singapore, CapitaLand’s portfolio focuses on real estate investment management and real estate development, and spans across 270 cities in 45 countries.

Job Description

Responsibilities

• Manage the Raffles Prestige WhatsApp channel, serving as the first point of contact for members via WhatsApp; provide timely and courteous responses to general programme enquiries and F&B reservation support requests.
• Deliver personalised VIP engagement as a representative of Raffles City by offering attentive concierge service to Raffles Prestige’s top-tier clientele, fostering long-term loyalty and enhancing brand prestige.
• Support exclusive Raffles Prestige events by assisting in the seamless execution of high-touch member events, from guest registration and hosting to coordination with internal stakeholders and brand partners.
• Provide proactive member assistance by anticipating members’ needs and offering thoughtful recommendations on dining, shopping, and event experiences curated to their preferences.
• Manage the customer service counter and demonstrate excellent customer service skills.
• Manage the day-to-day operations of the Raffles City Lounge, ensuring it is well maintained, operationally ready, and delivers a premium hospitality experience for members and guests; monitor lounge capacity, amenities, and service standards, and address member requests in coordination with relevant stakeholders.
• Perform roving duties across the mall, including common areas and retail spaces, to ensure areas are well maintained and to flag maintenance issues or customer feedback to the respective departments.
• Provide timely and accurate clarification and advice to enquiries from the public.
• Handle customers’ feedback and complaints.
• Perform paging and in-house announcements according to the standard guidelines.
• Provide timely and accurate clarification and assistance for shopper enquiries received at concierge counters and via the official email channel.
• Handle and administer lost and found items.
• Assist in the execution of the mall’s promotions and events.
• Upsell the CapitaStar Loyalty program and eCapitaVoucher.
• Introduce to the public CapitaLand’s enhanced customer service through digital solutions, such as eGift-With-Purchase, CapitaStar applications, and eCapitaVoucher.
• Conduct mall round duties for inspection of in-mall Marketing Communication facilities.
• Educate mall retailers on eCapitaVoucher acceptance.
• Manage partners’ loyal programme redemptions.
• Perform administrative duties.
• Undertake any other tasks as assigned by the immediate supervisor/management.

Requirements

• GCE ‘O’ Levels and above.
• Preferably 1 to 2 years’ working experience in a similar capacity.
• A team player with a pleasant disposition.
• High self-initiative and attentive to details.
• Knowledge of local dialects is an advantage.
• Required to work 6 days in rotating shifts, including weekends and Public Holidays.
• Must be computer literate, customer-oriented, with good communication and interpersonal skills.

Benefits

• Comprehensive medical coverage.
• Training and development opportunities.
• Subsidised rates at Ascott serviced residences.
• Strong advocate of staff volunteerism.
• Wellness programmes.