Contact Hub Officer

Key Responsibilities & Accountabilities

• To ensure smooth and efficient operations at the Contact Centre by providing all Customers with bespoke quality services and ensuring that their expectations are constantly met.

• To have a high level of product knowledge of the all shopping malls properties and facilities as well as the cities of all assets.

• To handle all inquiries received through calls, emails and NPS to the Contact Centre, from internal and external Customers.

• To ensure that the Contact Centre Team leader and Supervisor are updated and informed about all feedback received from Customers at the Contact Centre.

• To capture and log all customers' requests and complaints in the system. Ensure to highlight urgent or sensitive complaints to the Contact Centre Team Leader and Supervisor.

• Handle Customer complaints according to the department’s processes and SOPs.

• Assist fellow Contact Centre Officers, whenever required.

• Conduct NPS call backs to probe and obtain further details about the Customers’ feedback.

• To log all details of NPS call backs in the system, add additional comments and classification if applicable.

• To validate and approve Customers’ receipts when participating in Marketing campaigns through self redemption tools.

• To handle incoming queries related to in-mall Hands-Free, including general enquiries, live package tracking and complaints.

• To provide accurate information to Customers related to running promotions set by the Marketing department and ensure execution as per the set SOP.

• Ensure media enquiries are acknowledged and referred to the appropriate MAFP colleague or department.

• Report any shortage or faults (e.g. supplies shortage, faulty equipment, etc..) immediately to your Contact Centre Team Leaders/Supervisor

• Assist in monitoring all Contact Centre systems and report any problems or concerns immediately to the Customer Service Team Leader/Supervisor.

• Whenever delegated and in the absence of the Contact Centre Team Leader and Supervisor, to carry out Shift Leader duties by supervising the daily workload of the team and allocating tasks to the team members, organizing the break schedule of the Contact Centre Officers during their shifts, ensuringthat adequate coverage is maintained in order to optimize service provision and administrative support across the hours of operations, and ensure proper handover of all pending tasks to the Shift Leader of the following shift.

• Ensure Contact Centre metrics and targets are achieved.