Customer Service Manager - Shopping Mall

Job details

Location: Hong Kong S.A.R
Job Type: Permanent
Reference: CSMSM/CW050124
Posted: 7 months ago

Job description


  • Lead and supervise the customer service team, including hiring, training, scheduling, and performance management.

  • Develop and implement customer service policies, standards, and protocols for consistent and high-quality service delivery.

  • Address customer inquiries, concerns, and complaints promptly and effectively.

  • Monitor customer satisfaction, gather feedback, and identify improvement areas.

  • Maintain strong relationships with tenants and vendors to address customer-related issues and ensure service quality.

  • Conduct training sessions and provide ongoing coaching to enhance the team's customer service skills.

  • Implement customer service initiatives to improve retention, loyalty, and satisfaction.

  • Allocate and manage resources effectively to meet customer service objectives.

  • Stay updated with industry trends, best practices, and technologies to enhance the customer experience.



  • Bachelor's degree in business administration, marketing, or related field (or equivalent work experience)

  • Proven experience in customer service management, preferably in retail or shopping mall environment

  • Strong leadership, interpersonal, and communication skills

  • Ability to handle customer complaints with professionalism and tact

  • Exceptional problem-solving and decision-making abilities

  • Proficiency in customer service software and systems

  • Knowledge of retail operations and customer behavior/preferences

  • Flexibility to work weekends and holidays as required by mall operating hours.


If you are ready for above, pls send your CV to for a confidential chat.

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