Customer Service Coordinator

BUSINESS INTRODUCTION Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day. JOB TITLE Customer Service Coordinator | MAF Properties | Oman Cluster ROLE SUMMARY The position is responsible for supporting overall execution and delivery of the bespoke Customer Service program in a specific MAF Mall. Mainly responsible for the day-to-day smooth operations of the Customer Service Information Desk, ensuring that all customer service-related activities are carried out in accordance with the process and procedures, and the services provided are of the highest-level standards to ensure effortless, unforgettable, and sensorial customer experience. ROLE PROFILE • Maintain up-to-date knowledge of mall assets, services, layouts, stores, and promotions to ensure smooth Customer Service desk operations. • Ensure efficient daily operations of the Customer Service Information Desk in line with established policies, procedures, and management guidance. • Deliver exceptional customer service by assisting with inquiries, directions, promotions, calls, and assigned mall services while maintaining a professional, courteous attitude. • Handle and resolve customer complaints across all channels professionally within SLA, escalating issues when required. • Coordinate closely with tenants, retailers, and internal departments (security, maintenance, etc.) to ensure smooth operations and issue resolution. • Manage customer services and programs such as gift cards, loyalty programs, valet, stroller/wheelchair rentals, gift wrapping, lost & found, and other mall services. • Ensure accurate inventory control, proper payment handling, compliance with finance procedures, and reporting of discrepancies or shortages. • Uphold company image, grooming standards, code of conduct, and values; support marketing events, maintain mall appearance, tenant relations, directories, and provide required reports. REQUIREMENTS • Bachelor’s Degree in any field is required • Minimum of 2+ years’ experience in the Customer Service field. • Experience should be within a reputed shopping center or luxury hotel environment. • Experience may be gained within the GCC or internationally. • Strong customer-facing experience in a premium service environment is preferred. 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 45,000 diverse and talented colleagues, all guided by our Leadership Model. Show more Show less