Customer Service Coordinator

Role Summary The position is responsible for supporting overall execution and delivery of the bespoke Customer Service program in a specific MAF Mall. This includes the performance management, people management, operational management, and compliance of the customer service team. The role is responsible to drive the standards of customer service and execute continual improvement on the standards. Role Profile • Maintain up to date knowledge of the AMBU operating assets (shopping centre’s) services, amenities/facilities, stores/locations, mall layout and any on-going/upcoming promotional activities, to ensure a smooth day to day functioning of the Customer Service Info desks. • Ensure smooth day to day operations of the Customer Service Information Desk under the direction and guidance of Supervisor and Team leader and in accordance with the established Customer Service processes and procedures. • Assist the customers at the Information Desk by providing clear directions, information on on-going / upcoming mall promotional events / activities, answering to queries (both on the phone or in person) and performing other shopping malls specific duties as assigned. • Handle and resolve all customer complaints received in accordance with the established Customer Service policies and procedures with the utmost courtesy and professionalism and as per established Customer Service guidelines / procedures within agreed SLA. • Responsible to execute Gift Card program in the assigned operating assets and ensure that all payment handling by the Customer Service Team is in accordance with the prescribed policies and procedures Requirements • High school diploma or equivalent required • Minimum 1 year work experience in Customer Service field in a reputed shopping Centre, luxury Hotel industry in GCC or abroad. What We Offer • At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us! • Work in a friendly environment, where everyone shares positive vibes and excited about our future. • Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model. Show more Show less

High school diploma or equivalent required. Minimum 1 year work experience in Customer Service field in a reputed shopping centre, luxury hotel industry in GCC or abroad.

Maintain up to date knowledge of the mall's services, amenities/facilities, stores/locations, mall layout and ongoing/promotional activities to ensure smooth day-to-day functioning of the Customer Service Information Desks. Ensure smooth day-to-day operations of the Customer Service Information Desk under the direction of Supervisor and Team Leader and in accordance with established processes and procedures. Assist customers at the Information Desk by providing clear directions, information on ongoing/upcoming mall promotional events, answering queries (phone or in person) and performing other mall-specific duties. Handle and resolve all customer complaints in accordance with established policies and procedures within agreed SLA. Execute Gift Card program in the assigned assets and ensure all payment handling by the Customer Service Team adheres to prescribed policies and procedures.