Emirati Talent- Customer Service Coordinator - Mall of Emirates

Role Overview

Customer Service Coordinator at Majid Al Futtaim, Mall of Emirates. This is an Emirati Talent position based at the shopping centre.

Company Overview

Majid Al Futtaim is a regional market leader with over 27 years of reputation, operating multiple shopping centres and other assets across the GCC and beyond. The company works with over 45,000 diverse and talented colleagues guided by a shared Leadership Model.

Role Purpose

Deliver exceptional customer service at the Mall of Emirates Information Desk by maintaining current knowledge of mall operations, facilities, stores, and promotional activities, and resolving customer inquiries and complaints with professionalism and courtesy.

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.
• 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.
• Assist customers at the Information Desk by providing clear directions and information on ongoing or upcoming mall promotional events and activities.

Customer Support

• Answer customer queries both by phone and in person.
• Perform shopping mall-specific duties as assigned.

Complaint Resolution & Service Quality

• Handle and resolve all customer complaints in accordance with established Customer Service policies and procedures.
• Deliver resolution with utmost courtesy and professionalism within agreed Service Level Agreement parameters.

Payment & Gift Card Operations

• Execute the 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 of work experience in Customer Service 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 company's future.