Customer Service Assistant

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.

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.