Roles and responsibilities
The position is responsible for supporting overall execution and delivery of the bespoke Customer Service program in a specific Majid Al Futtaim Mall. Mainly responsible for the day-to-day smooth operations of the Customer Service Information Desk, ensuring that all customer service-related activities are carried out in accordance with the process and procedures, and the services provided are of the highest-level standards to ensure effortless, unforgettable, and sensorial customer experience.
ROLE PROFILE
- Keep updated on Asset Management Business Unit- shopping center services, amenities, and promotions for smooth Customer Service Desk operations.
- Ensure daily desk operations follow established processes under Supervisor guidance.
- Adhere to grooming standards to uphold Majid Al Futtaim Properties’ image.
- Assist customers with inquiries and provide information on events, maintaining a positive attitude.
- Address and escalate customer complaints professionally.
- Foster relationships with tenants to facilitate operations and resolve issues.
- Manage inventory per Asset Management Business Unit- Finance procedures and report discrepancies promptly.
- Support mall promotions, maintain directories, and ensure policy compliance.
REQUIREMENTS
- High School Diploma or Bachelor’s Degree in any field
- 0 to 2 years’ work experience in Customer Service field in a reputed shopping Centre, luxury Hotel industry in GCC or abroad.
- Strong verbal communication skills in English.
- Strong problem-solving abilities.
The position is responsible for supporting overall execution and delivery of the bespoke Customer Service program in a specific Majid Al Futtaim Mall. Mainly responsible for the day-to-day smooth operations of the Customer Service Information Desk, ensuring that all customer service-related activities are carried out in accordance with the process and procedures, and the services provided are of the highest-level standards to ensure effortless, unforgettable, and sensorial customer experience.
ROLE PROFILE
- Keep updated on Asset Management Business Unit- shopping center services, amenities, and promotions for smooth Customer Service Desk operations.
- Ensure daily desk operations follow established processes under Supervisor guidance.
- Adhere to grooming standards to uphold Majid Al Futtaim Properties’ image.
- Assist customers with inquiries and provide information on events, maintaining a positive attitude.
- Address and escalate customer complaints professionally.
- Foster relationships with tenants to facilitate operations and resolve issues.
- Manage inventory per Asset Management Business Unit- Finance procedures and report discrepancies promptly.
- Support mall promotions, maintain directories, and ensure policy compliance.
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REQUIREMENTS
- High School Diploma or Bachelor’s Degree in any field
- 0 to 2 years’ work experience in Customer Service field in a reputed shopping Centre, luxury Hotel industry in GCC or abroad.
- Strong verbal communication skills in English.
- Strong problem-solving abilities.
Desired candidate profile
1. Communication Skills
- Verbal Communication: Clear and professional speech to effectively address customer queries.
- Written Communication: Crafting emails, chats, or messages with clarity and precision.
- Active Listening: Understanding customer needs and concerns fully before responding.
2. Problem-Solving Skills
- Conflict Resolution: Managing and resolving customer complaints calmly and efficiently.
- Critical Thinking: Analyzing issues to provide practical and effective solutions.
- Resourcefulness: Using available tools and resources to resolve complex queries.
3. Interpersonal Skills
- Empathy: Understanding and addressing customer emotions and frustrations.
- Patience: Remaining calm and supportive, even in challenging situations.
- Adaptability: Adjusting to diverse customer personalities and communication styles.
4. Technical Proficiency
- Customer Relationship Management (CRM) Tools: Knowledge of platforms like Salesforce, Zoho CRM, or HubSpot.
- Data Entry: Accurately recording customer information and interactions.
- Multichannel Support: Managing customer interactions via phone, email, chat, or social media.
5. Product Knowledge
- Understanding the company’s products or services in detail to provide accurate information and advice.
- Staying updated on product changes, policies, or promotions.
6. Time Management
- Prioritization: Handling multiple customer queries efficiently without compromising quality.
- Efficiency: Resolving issues quickly while ensuring customer satisfaction.
7. Team Collaboration
- Working closely with other departments, such as sales, technical support, and billing, to resolve customer issues.
8. Customer Focus
- Service Orientation: Always putting the customer’s needs first.
- Follow-Up Skills: Ensuring that promises made to customers are fulfilled promptly.