Customer Services Officer (Shopping Mall)

Way beyond a simple consulting firm, Source of Asia is an international business accelerator. In simple words, we enable our customers to explore, operate and grow business in Vietnam, across ASEAN, and further afield. We thrive on challenges, permanently motivated to learn and grow along the way. We believe success lies in the human relationships we build. This dynamic environment is the ideal gateway for talents, who believe, like we do, in sustainable growth. Our fast-growing company is permanently looking for new talents.

The following job description pertains to an external position that we are currently hiring for on behalf of our client. Submit your application today!

• Working schedule: Rotating shifts,1 shift/day, 6 days/week, with 1 day off/week.
• Shift options: (Break: 1-hour break per shift)
• 8:30 AM – 5:30 PM
• 11:00 AM – 8:00 PM
• 1:00 PM – 10:00 PM
• Working location: Hanoi Centre (175 Nguyen Thai Hoc, O Cho Dua, Hanoi) / Saigon Centre (65 Le Loi, Sai Gon, Ho Chi Minh)

Main Responsibilities

• Providing information and answering customer inquiries through telephone, email, or face-to-face.
• Controlling and managing to lend a baby stroller, wheelchair, portable charger, charging locker, and umbrella service, the selling of gift cards, first aid room, complaint room, lost & found, cloakroom service.
• Guiding and redeeming Rewards+ (CRM) programs, bonus point gift cards for the Co-brand card program and membership card.
• Coordinating with other departments & tenants to answer customer complaints, support, and give them the best shopping moments at Shopping Mall.
• Supporting the A&P/CRM team to give gifts to customers on some promotion programs.
• Controlling basic PA music system & announcement such as lost & found, promotion, opening/closing time, etc.
• Making reports for CS services and others.
• Overviewing Mall operations and directly reporting to the CS Supervisor and Manager if any issues occur.
• Updating SOP (the standard of procedures at your site) and keeping it well updated.
• Training and handing over the backup staff who will perform your position when you take leave (annual leave or sick leave)
• Other tasks required by the Head of Department.

• Able to communicate in English, especially in listening and speaking skills
• At least 6 months of experience in customer service or a client-facing role
• Flexibility to work on shifts.
• Highly proficient in spoken and written Vietnamese
• Strong communication, problem-solving skills, and a customer service mindset.
• Proactive at work.

• Gross salary 10 mil VND.
• Annual health check-up according to company policy.
• Professional training & coaching by experts at Source of Asia.
• Working in a professional multinational environment.
• Annual performance review and salary review.