Customer Service Officer (CSO)

Description

This position requires a customer service professional with 1–3 years of relevant experience in customer service, mall or facility management, and safety protocols. The CSO is responsible for monitoring staircases, escalators, and common areas to maintain proper hygiene and safety standards. The officer ensures fire safety equipment accessibility and collaborates with security, housekeeping, and maintenance teams to address any issues promptly. Strong problem-solving skills, attention to detail, and a proactive approach to health and safety compliance are key for success in this role. The candidate must be able to work shifts and maintain thorough records to support operational excellence and customer satisfaction while adhering to company policies and emergency procedures.

Responsibilities

• Provide professional, courteous, and efficient customer service to all visitors and customers, addressing their concerns with patience and empathy.
• Handle customer complaints, grievances, and service-related issues promptly and effectively to maintain a positive customer experience.
• Manage conflicts professionally, maintain a calm environment, and use conflict resolution techniques to de-escalate situations when necessary.
• Coordinate with relevant departments such as Security, Housekeeping, and Maintenance to ensure quick resolution of customer issues and safety hazards.
• Conduct regular inspections of staircases to verify cleanliness, ensure lighting functionality, accessibility, and handrail stability.
• Monitor escalators regularly to maintain cleanliness, check for safe operation, and immediately report any defects or operational concerns.
• Survey common areas for cleanliness, maintenance needs, and safety risks, ensuring prompt reporting and follow-up of any issues.
• Maintain accessibility and proper functionality of fire and safety equipment, possessing practical knowledge of fire hydrant systems and fire safety procedures.
• Support the implementation and enforcement of Health & Safety policies, immediately reporting unsafe conditions, incidents, or emergencies according to company protocol.
• Maintain detailed records and reports of all inspections, customer complaints, grievances, and safety observations for audit and management review.
• Assist customers during emergency situations, following established emergency response procedures to ensure their safety and well-being.
• Work collaboratively with other departments and assist management with additional duties as assigned to contribute to overall operational success.
• Maintain basic computer proficiency for record-keeping, reporting, and communication purposes.
• Work flexible shifts including weekends and public holidays to provide continuous support and coverage.

Experience

3 Years

Apply By

Nov 5, 2026

Required Skills

• Effective Communication
• Problem Solving
• Complaint Handling
• Root Cause Analysis
• Fire Hydrant Systems Knowledge
• Health & Safety Procedures
• Conflict Resolution
• Grievance handling
• Inspection & Monitoring
• Emergency Response
• Customer Service

Nice to Have Skills

• Teamwork & Coordination
• Basic Computer Skills