Emirati Talent - Customer Service Coordinator - City Centre Al Zahia

Role Overview

Customer Service Coordinator with Majid Al Futtaim, Asset Management Business, located at City Centre Al Zahia. This position supports the execution and delivery of the bespoke Customer Service program at a specific Majid Al Futtaim Mall, with primary responsibility for day-to-day operations of the Customer Service Information Desk.

Role Purpose

Ensure smooth, efficient day-to-day operations of the Customer Service Information Desk while delivering the highest-level standards of customer service. Maintain comprehensive knowledge of mall services, amenities, facilities, and promotional activities to provide effortless, unforgettable, and sensorial customer experiences in accordance with established processes and procedures.

Key Responsibilities

Operations & Information Desk Management

• Maintain up-to-date knowledge of AMBU operating assets (shopping centre) services, amenities, facilities, stores, 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.
• Execute all operations in accordance with established Customer Service processes and procedures.

Customer Support & Inquiry Management

• 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 by phone and in person.
• Perform other shopping mall-specific duties as assigned.

Complaint Resolution

• Handle and resolve all customer complaints received in accordance with established Customer Service policies and procedures.
• Demonstrate utmost courtesy and professionalism in all interactions.
• Ensure resolution meets established Customer Service guidelines and procedures within 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 is in accordance with prescribed policies and procedures.

Qualifications & Experience

• High school diploma or equivalent required.
• 2+ years' 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 colleagues share positive vibes and excitement about the company's future.
• Collaborate with over 45,000 diverse and talented colleagues guided by the company's Leadership Model.