Emirati Talent - Customer Service Coordinator - City Center Al Zahia

Role Overview

Emirati Talent - Customer Service Coordinator at Majid Al Futtaim, located at City Center Al Zahia.

Role Purpose

Deliver excellent customer service at the Information Desk by maintaining comprehensive knowledge of mall operations, facilities, and services while resolving customer inquiries and complaints in accordance with established procedures and service level agreements.

Key Responsibilities

Operations & Service Delivery

• Maintain current knowledge of AMBU operating assets (shopping centre) services, amenities, facilities, store locations, mall layout, and ongoing or upcoming promotional activities.
• Ensure smooth day-to-day operations of the Customer Service Information Desk under the direction and guidance of Supervisor and Team Leader.
• Operate in accordance with established Customer Service processes and procedures.

Customer Service & Support

• Assist customers at the Information Desk by providing clear directions and information.
• Communicate details on ongoing and upcoming mall promotional events and activities.
• Answer customer queries by phone or in person.
• Perform shopping mall-specific duties as assigned.

Complaint & Issue Resolution

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

Gift Card Program Management

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

Qualifications & Experience

• High school diploma or equivalent required.
• 2+ years' work experience in Customer Service field in a reputed shopping centre, luxury hotel industry in GCC or abroad.

Additional Information

• Work in a friendly environment where colleagues share positive vibes and enthusiasm for the future.
• Collaborate with over 45,000 diverse and talented colleagues guided by the company's Leadership Model.