Customer Care Representative

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.

JOB TITLE

Customer Care Representative | MAF LifeStyle | Customer Care

ROLE SUMMARY

The Customer Care Representative is responsible for maximizing company sales growth and profitability by overseeing the daily routines, coaching, and developing associates to achieve better performance.

ROLE PROFILE

1. Communicate all personnel, operational, and product issues to the appropriate Contact Center supervisor or manager.
2. Process all customer requests accurately and efficiently.
3. Focus on meeting the customer's expectations by utilizing all resolution options, and communicate pertinent information to all Contact Center associates.
4. Communicate effectively and efficiently with all company associates and business contacts.
5. Maintain an awareness and remain sensitive to the business demands and limitations of the team.
6. Participate in regular team meetings and leadership meetings, as required.
7. Promote a keen sense of teamwork by working together safely, effectively, respectfully and efficiently with all associates.
8. Prioritize work based on urgency and impact.
9. Communicate objectives in a clear manner.
10. Reach out to colleagues for support as needed to ensure timely delivery of objectives.
11. Take initiative to create positive interactions and understand how own role fits in the overall company.
12. Demonstrate willingness and ability to collaborate.
13. Actively achieve targets and communicate well with colleagues.
14. Collaborate with the Commerce channel to achieve the yearly financial target.
15. Acknowledge all CRM cases within 24 hours, provide solutions within 48 hours, and resolve within 72 hours.
16. Acknowledge all customer requests through multiple channels within 1 hour.
17. Possess a complete understanding of training and communication resources relevant to the position.
18. Participate in ongoing training regarding technology upgrades and new systems applicable to the position.

REQUIREMENTS

1. High School Certificate
2. Retail or sales background
3. English & Arabic speaker
4. Minimum 1 year of experience in Customer services

WHAT WE OFFER

At Majid Al Futtaim, we're on a mission to create great moments, to spread happiness, and to build experiences that stay in our memories for a lifetime. We're proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!

Work in a friendly environment, where everyone shares positive vibes and is excited about our future.

Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.