Customer Service & Experience Supervise daily customer service counter operations to ensure smooth and efficient service. Handle escalated customer complaints, feedback, and enquiries in a professional and timely manner. Ensure service standards and SOPs are consistently followed by the team. Team Supervision & Training Lead, train, and coach customer service staff to deliver quality service. Schedule duty rosters and ensure adequate staffing coverage. Monitor staff performance and provide guidance for improvement. Customer Service Operations & Support Manage customer service functions including information services, lost & found, gift redemptions, and counter promotions. Support marketing and promotional activities, including events, campaigns, and festive programs. Coordinate with tenants, security, and operations teams to resolve customer-related matters. Reporting & Administration Prepare reports on customer feedback, enquiries, and servi...