Customer Service Consultant

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

• 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 Service Level Agreement.
• 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

1. Communication Skills

• Verbal Communication: Ability to clearly and effectively convey information, instructions, and responses to customers over the phone, via email, or in person.
• Written Communication: Proficiency in writing clear and professional responses to customer inquiries and complaints.
• Active Listening: Carefully listening to customers’ concerns or requests to understand their issues and provide appropriate solutions.

2. Problem-Solving and Conflict Resolution

• Issue Identification: The ability to quickly understand and assess the customer’s problem or inquiry.
• Creative Problem-Solving: Offering practical and effective solutions to customer issues or concerns, sometimes requiring out-of-the-box thinking.
• Conflict Management: Dealing with angry or upset customers in a calm and professional manner, resolving issues to their satisfaction.

3. Customer Relationship Management

• Empathy: Demonstrating understanding and compassion for customers' issues, building a positive rapport and trust.
• Patience: Remaining patient with frustrated customers, ensuring that they feel heard and valued throughout the interaction.
• Customer Retention: Helping to build long-term customer relationships by providing excellent service and ensuring customers’ needs are met.

4. Product and Service Knowledge

• Product Expertise: Thorough knowledge of the company’s products or services, which allows for effective troubleshooting, advice, and recommendations.
• Company Policies: Understanding and being able to explain company policies, such as return/exchange policies, service agreements, or warranties.
• Up-to-Date Information: Keeping informed of any new product updates, service changes, or promotions to accurately inform customers.

5. Time Management and Organization

• Multitasking: Handling multiple customer inquiries or service tasks simultaneously, such as managing phone calls while handling online inquiries.
• Prioritization: Determining which customer issues are most urgent and addressing them in a timely manner.
• Record Keeping: Maintaining accurate records of customer interactions, complaints, and resolutions for future reference.

6. Technology Skills

• CRM Software: Familiarity with Customer Relationship Management (CRM) software to track and manage customer interactions.
• Microsoft Office Suite: Proficiency in tools like Word, Excel, and Outlook for communication and documentation.
• Chatbots and Online Tools: Understanding of live chat systems and online customer service platforms.