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Customer Service Officer
Esr Group
Manage reception, customer service, leasing enquiries and loyalty program at a mall.
9d ago
Junior (1-3 years)
Full Time
Singapore, Singapore
Onsite
Company Size
6,000 Employees
Service Specialisms
Property Development
Project Management
Design
Consulting
Engineering
Construction Services
Architecture
Turnkey
Sector Specialisms
Industrial
Commercial
Logistics
Data Centres
Renewable Energy
Energy
Oil & Gas
Nuclear
Role
What you would be doing
leasing booking
reception ops
lead follow-up
cx reporting
tenant engagement
customer service
- Secure booking of pushcarts and vending machines, subject to approval of merchandise category by Revenue team (KPI: Closing rate)
- Manning of the officer tower reception counters and retail mall information counters – including basic operations of systems e.g. office turnstile, BI CRM
- Follow up on leasing leads for pushcart and vending machines:
- To assist and support shoppers’ needs and requests at the customer service counter
- Engagement with tenants for participation (promos, deals, physical activations) in upcoming campaigns
- Assist with tenant liaison for the following:
- Site walk and inspection of vendor operations
- Engage shoppers during counter visits on the Suntec+ loyalty program
- Ensure all CX related reports are accurately recorded – inventory, redemption transactions, shift reports, lost & found, enquiries log
- Engage and train tenants in Suntec+ onboarding, including basic program training
- Respond to in-bound casual leasing enquiries for atrium space through online platforms (KPI: Enquiry response time & responsiveness)
- Resolve receipt dispute issues by liaising with merchant and shoppers
- Calls to tenants to promote lease of Space & Ad Sites (KPI: Call rate and leads churned)
What you bring
live chat
diploma
2-4yr
frontline
weekends
- Respond to Live Chat and online enquiries, including feedback related to general enquiries and Suntec+ points accreditation
- Diploma in Marketing/Hospitality or its equivalent
- 2-4 years relevant experience in front line public facing experience eg shopping malls, hotel front line
- Able to commit weekends/Public Holidays
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Security clearanceInformation not given or found
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Company
Overview
2011
Year Established
The company was established, marking the beginning of its journey in the logistics real estate sector.
- Focus on development, ownership, and management of prime industrial and commercial properties.
- Presence across Asia-Pacific and beyond, operating in key markets such as China, Japan, and Australia.
- Strong financial backing and impressive portfolio, expanding global reach.
- Projects include large-scale distribution centers, warehouses, and mixed-use commercial developments.
- Expertise spans logistics, real estate management, and industrial property development.
- Distinguished by innovative approach to sustainable and efficient property solutions.
- Excellence – We strive for excellence in every aspect of our business. We maintain high standards of performance and accountability, and we seek to learn, explore and improve continuously.
- Inclusion – We embrace diversity, equity and inclusion in the workplace. We believe trust and mutual respect among colleagues, partners and stakeholders are cornerstones of growth and success.
- Entrepreneurship – Our entrepreneurial spirit reflects our passion, courage and desire to succeed and ultimately drives the creation of opportunities and the delivery of superior outcomes in a competitive marketplace.
- Sustainability – Sustainability is central to our mission because we aspire to improve the environmental prospects of our planet. Our responsibilities to stakeholders, local communities and the world at large grow in tandem with our business. Accordingly, we commit to lead and embrace the highest standards of governance in forging a path to become a carbon neutral business.
112 MW Solar
Installed Rooftop Solar
The company has installed 112 MW of rooftop solar globally by the end of 2023.
42.8% Sustainable
Sustainable Buildings
42.8% of the company's directly-managed portfolio consists of certified or rated sustainable buildings.
98% Green Power
Operational Electricity
In Australia, 98% of operational electricity is sourced from 100% green power.
~$3Billion
Sustainability-Linked Loans
Secured approximately US$3 billion in sustainability-linked loans, reflecting strong ESG performance.
- Net-zero carbon target aligned with ESG 2030 Roadmap (Scope 1, 2 and 3 through decarbonisation roadmap).
- Targeting 1,000 MW of rooftop solar by 2030.
- Target of 50% sustainable buildings by 2030.
- Adopting TCFD-aligned climate disclosures under ISSB/IFRS S2 standards.
- ESG 2030 targets include reducing energy consumption intensity across portfolio in line with net-zero commitment.
- ESR Australia: AUD 500 million investment to deploy 50 MW solar, 300 MW battery + EV charging.
- Achieved strong GRESB, MSCI, and Sustainalytics ESG ratings.
45% Workforce Female
Gender Diversity in Workforce
The company reports that 45% of its workforce is female as of 2022, with a slight increase to approximately 47% as of 2023, reflecting progress in gender diversity efforts.
60% Female Directors
Gender Representation on Board
60% of Independent Non-Executive Directors are women as of 2022, with a notable presence of female leadership at the board level.
50/50 Gender Ratio Target
Long-term Gender Equality Goal
The company aims to achieve a 50/50 gender ratio in its workforce by 2030, underscoring its commitment to gender equality over the coming decade.
Zero Fatalities Reported
Workforce Safety Milestone
The company has achieved a significant milestone with zero workforce fatalities reported, highlighting its dedication to workplace safety.
- Mandatory unconscious-bias training and creation of regional D,E&I Committees meeting quarterly or bi-monthly.
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