Customer Service Coordinator

Role Overview

Customer Service Coordinator at Majid Al Futtaim, supporting execution and delivery of the bespoke Customer Service program in a specific MAF Mall.

Role Purpose

Support overall execution and delivery of the Customer Service program, including performance management, people management, operational management, and compliance of the customer service team. Drive standards of customer service and execute continual improvement on those standards.

Key Responsibilities

Operations & Service Delivery

• Maintain up to date knowledge of AMBU operating assets (shopping centre) services, amenities, facilities, stores, locations, mall layout, and ongoing or upcoming 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 and guidance of Supervisor and Team Leader in accordance with established Customer Service processes and procedures.
• Assist customers at the Information Desk by providing clear directions and information on ongoing or upcoming mall promotional events and activities.
• Answer customer queries both on the phone and in person.
• Perform other shopping mall-specific duties as assigned.

Customer Service & Complaints

• Handle and resolve all customer complaints received in accordance with established Customer Service policies and procedures with utmost courtesy and professionalism.
• Resolve complaints within agreed Service Level Agreements and in accordance with established Customer Service guidelines and procedures.

Gift Card Program

• Execute the Gift Card program in assigned operating assets.
• Ensure all payment handling by the Customer Service Team is in accordance with prescribed policies and procedures.

Qualifications & Experience

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

Additional Information

• Work in a friendly environment where everyone shares positive vibes and is excited about the future.
• Work with over 50,000 diverse and talented colleagues, all guided by the Leadership Model.