About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px"></H2> </div><div><p><u style="text-decoration:underline"><strong>Job Purpose</strong></u></p> <p>• Lead and inspire the Customer Services team to deliver refined, attentive and seamless service experiences in line with the standards of a Grade A shopping mall and office property.<br>• Support the Portfolio Customer Services Manager in curating exceptional service journeys for shoppers, members, visitors, office tenants and VIP guests, reinforcing the property’s premium positioning and reputation for excellence.</p> <p><u style="text-decoration:underline"><strong>Key Responsibilities</strong></u></p> <p>• Oversee the day-to-day operations of the Customer Services team, including the Membership Services (CA) team, General Concierge team and VIP Lounge<br>• Lead, coach and develop team members to uphold exemplary hospitality standards, strong service knowledge and a professional presence.<br>• Manage staffing arrangements, duty rosters and daily manpower deployment to ensure optimal coverage and service continuity across the team.<br>• Oversee membership services operations, including member enquiries, enrolment support, membership benefits administration, card or account-related requests and renewals where applicable.<br>• Manage VIP Lounge operations to ensure an elevated guest experience, including lounge presentation, hospitality standards, guest assistance, issue resolution and the coordination of bespoke requests for VIP guests and members.<br>• Supervise concierge operations, including customer enquiries, visitor assistance, gift or voucher redemption, valet coordination where applicable, and recommendations on property facilities, services and nearby amenities with confidence and sophistication.<br>• Handle escalated customer feedback, service recovery cases and complaints with discretion, professionalism and sound judgment.<br>• Maintain an elegant, welcoming and well-managed environment across all customer-facing areas, including concierge counters, lobby areas, membership service points and the VIP Lounge.<br>• Develop and deliver training for the team on customer service excellence, luxury hospitality etiquette, complaint handling, client engagement, telephone etiquette and comprehensive knowledge.<br>• Monitor service performance, customer feedback and operational issues, and prepare regular reports, insights and recommendations to support continuous enhancement of service quality<br>• Work closely with Property Management, Marketing, Leasing and other internal stakeholders to support campaigns, events, tenant engagement initiatives and service enhancements <br>• Assist in the planning and execution of promotional campaigns, festive programmes, special events and VIP experiences to elevate customer engagement and strengthen brand affinity.<br>• Ensure proper use of customer service systems, records, redemption logs and membership databases, and maintain accurate documentation.<br><br></p> <p><strong><u>Skills, Qualifications and Experience Requirements</u></strong></p> <p>• Degree in Hospitality Management, Marketing, Business Administration, or related discipline. <br>• At least 8 years relevant experience in luxury retail, hospitality or property management covering customer service, concierge, membership services, or guest relations; and 5 years at supervisory level <br>• Proven leadership and people management capability; coach and develop a high-performing service team. <br>• Excellent interpersonal, communication, and customer engagement skills; confident and poised with VIPs, corporate tenants, and discerning clientele. <br>• Fluency in spoken and written English, Cantonese and competent in Putonghua<br>• Strong customer-centric mindset and genuine passion for premium service excellence. <br>• Candidates with less experience will be considered for Assistant Customer Service Manager.</p></div></div></div>