Customer Service Officer

Roles and responsibilities

The position is responsible for supporting overall execution and delivery of the bespoke Customer Service program in a specific MAF Mall. This includes the performance management, people management, operational management, and compliance of the customer service team. The role is responsible to drive the standards of customer service and execute continual improvement on the standards.

Role Profile

• Maintain up to date knowledge of the AMBU operating assets (shopping centre’s) services, amenities/facilities, stores/locations, mall layout and any on-going/upcoming promotional activities, to ensure a smooth day to day functioning of the Customer Service Info desks.
• Ensure smooth day to day operations of the Customer Service Information Desk under the direction and guidance of Supervisor and Team leader and in accordance with the established Customer Service processes and procedures.
• Assist the customers at the Information Desk by providing clear directions, information on on-going / upcoming mall promotional events / activities, answering to queries (both on the phone or in person) and performing other shopping malls specific duties as assigned.
• Handle and resolve all customer complaints received in accordance with the established Customer Service policies and procedures with the utmost courtesy and professionalism and as per established Customer Service guidelines / procedures within agreed SLA.
• Responsible to execute Gift Card program in the assigned operating assets and ensure that all payment handling by the Customer Service Team is in accordance with the prescribed policies and procedures
  

Requirements

• 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.

Desired candidate profile

A Customer Service Officer serves as the primary point of contact for customers, ensuring their needs are met and issues are resolved efficiently. This role requires excellent communication, problem-solving abilities, and interpersonal skills. Below is an outline of the key skills, responsibilities, and growth opportunities for this position:

Key Skills for a Customer Service Officer

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.