Emirati Talent - Customer Service Coordinator

Role Overview

Emirati Talent - Customer Service Coordinator at Majid Al Futtaim, Asset Management Business Unit. The role supports the execution and delivery of the bespoke Customer Service program in a specific Majid Al Futtaim Mall.

Role Purpose

Ensure smooth day-to-day operations of the Customer Service Information Desk and deliver the highest-level standards of customer service to create effortless, unforgettable, and sensorial customer experiences in accordance with established processes and procedures.

Key Responsibilities

Operations & Service Delivery

• Maintain up-to-date knowledge of AMBU operating assets 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 operations in accordance with established Customer Service processes and procedures.

Customer Support

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

Complaint Resolution & Compliance

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

Gift Card Program

• Execute 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 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.
• Work with over 45,000 diverse and talented colleagues guided by Majid Al Futtaim's Leadership Model.