Emirati Talent- Customer Service Coordinator - City Centre Deira

Role Overview

Customer Service Coordinator in the Asset Management Business Unit at Majid Al Futtaim, based in City Centre Deira.

Role Purpose

Support the execution and delivery of the bespoke Customer Service program at a Majid Al Futtaim Mall. Manage day-to-day operations of the Customer Service Information Desk, ensuring all customer service activities comply with established processes and procedures while delivering the highest-level standards to create effortless, unforgettable, and sensorial customer experiences.

Key Responsibilities

Operations & Information Desk Management

• Ensure smooth day-to-day operations of the Customer Service Information Desk under the direction and guidance of Supervisor and Team Leader.
• Maintain up-to-date knowledge of Asset Management Business Unit operating assets' services, amenities and facilities, store locations, mall layout, and all ongoing and upcoming promotional activities.
• Assist customers at the Information Desk by providing clear directions and information on ongoing and upcoming mall promotional events and activities.
• Answer customer queries both by phone and in person.
• Perform other shopping mall-specific duties as assigned.

Customer Complaint Resolution

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

Gift Card Program Administration

• Execute the Gift Card program in 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 in a reputed shopping centre, luxury hotel industry in the 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 Majid Al Futtaim's Leadership Model.