Customer Service Officer

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 45,000 team members in 17 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

ROLE SUMMARY
The position is mainly responsible for the day to day smooth operations of the Customer Service Information Desk / booth ensuring that all customer service related activities is carried out in accordance with the prescribed policies and guidelines and the services provided are of the highest level standards to ensure a pleasant customer experience.

ROLE PROFILE

• Maintain a thorough knowledge of the assigned Mall amenities/facilities, stores/locations, mall layout and any on-going / upcoming promotional activities including Information Desk / Booths opening and closing hours and procedures.
• Ensure smooth day to day operations of the Customer Service Information Desk / Booths under the direction and guidance of Supervisor / Manager Customer Service and in accordance with the established Customer Service guidelines / procedures
• Display a high level of personal grooming and perform duties in official attire at the work place in accordance with the company’s established grooming / professional attire standards to promote Mall image.
• Assist the visitors / customers at the Information Desk / Booths by providing clear directions, information on on-going / upcoming mall promotional events / activities, answering to queries and performing other Shopping Centre specific duties
• Perform “meet and greet” duties for tour related groups, educational institutions etc., visiting the assigned Shopping Centre and assist them during Mall tour when required.
• Handle all retail related complaints received from tenants and inform the relevant security, maintenance and other concerned Mall departments immediately. Ensure that all tenant related complaints are addressed on a timely basis
• Ensure that the assigned Shopping Centre always “looks its best” in terms of cleanliness and report any problems or concerns immediately to the Supervisor / Manager Customer Service for timely resolution
• Build and maintain a positive and congenial Tenant Relations (with new / existing) and others such as government and community groups in order to enhance the MAFP’s image.

REQUIREMENTS

• Minimum High School Graduate or Equivalent
• 2 - 3 years work experience in Customer Service field
• Shopping Malls experience is a plus
• Excellent Communication skills, flexible, details oriented, customer centric mindset and has good problem solving skills