Customer Service Supervisor

Work closely with Customer Service Manager and assist in implementing a comprehensive Customer Service Program across assigned operating assets.
• Assist the Customer Service Manager in developing, amending and updating the customer service manual as and when required and ensure that it is implemented on a timely basis across assigned operating assets.
• Liaise with internal and external customers to identify areas for improvement and make recommendations for customer service level improvements.
• Ensure that the Customer Service Team complies with the established policies and procedures for smooth day to day functioning of the Customer Service operations across assigned operating assets.
• Responsible for Customer Service Team’s performance in achieving the set service deliveries, established Key Performance Indicators, Service Level Agreements and quality standards in order to maximize customer satisfaction and experience.
• Supervise regular departmental training, ensuring that all training is accurately imparted and documented for tracking and audit purposes. This includes training to new recruits.
• Represent the Customer Service Department internally as well as externally in absence of the Customer Service Manager and act as replacement for Customer Service Team Leader as a backup to ensure continuity of customer services.
• Supervise and prepare work schedules for the Customer Service Team to ensure optimum coverage of the Customer Service Desk/booth and call centre. Manage and monitor completely the call centre and its performance.
• Conduct departmental meetings on a regular basis and ensure that Team leaders are carrying out the daily shift briefing.
• Ensure that all Customer Service Team display high level of personal grooming in accordance with the company’s established grooming standards and notify any discrepancy to Customer Service Manager for rectification.
• Handle and resolve all routine customer complaints received in accordance with the established Customer Service policies and procedures. Escalate complex customer complaints to the Customer Service Manager for resolution.
• Coordinate with SMBU Marketing Communications Coordinator to ensure all in-mall directories are up-to-date and all printed directory racks are full; inform Communications Coordinator when stock is low for timely replenishment.
• Work with SMBU Marketing to assist with the promotions, entertainment and events conducted in assigned operating assets throughout the year wherever necessary.
• Responsible to achieve Gift Card sales target in the assigned operating assets and ensure that all cash handling by the Customer Service Team is in accordance with the SMBU Finance prescribed policies and procedures.
• Monitor all policies and procedures that are related to Internal Audit or Finance to ensure compliance at all times.
• Work with Marketing Manager and Promotions Coordinator to assist in building positive Tenant Relations
• Assist the customer service manager to develop positive relationships with government and community groups
• Ensure compliance with the MAFP SMBU’s Code of Conduct, Departmental policies and HC Policies and Procedures at all times.
• Be the advocate and ambassador of aligning and cascading the MAFP values across SMBU and ensure that relevant team adhered to and exhibit the same all the time.
• Build the capability of staff reporting into by providing on time regular feedback including annual review on performance and identify areas of improvement / reinforcement for further development