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.
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.