Front Counter Customer Service

Responsibilities:

1. 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.
2. 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.
3. Display a high level of personal grooming and perform duties in official attire at the workplace in accordance with the company’s established grooming/professional attire standards to promote Majid Al Futtaim Properties’ image.
4. Assist customers at the Information Desk by providing clear directions, information on ongoing/upcoming mall promotional events/activities, answering queries (both on the phone and in person), and performing other shopping mall specific duties as assigned. Ensure to maintain a positive, polite, and professional attitude at all times to create an unforgettable customer experience.
5. 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. This includes all complaints received - in-person/online/digital/call centre. Escalate necessary customer complaints to the Customer Service team leader/Supervisor or relevant stakeholders for resolution.
6. Maintain a professional relationship with tenants and retailers to ensure smooth operations and resolve all complaints received from customers. Coordinate with tenants to escalate all related issues with the right stakeholders including security, maintenance, and other concerned departments.
7. Responsible for maintaining accurate inventory levels and strictly following all related AMBU Finance procedures. Ensure that any discrepancies, e.g., faulty equipment or supplies that are running low, are immediately reported to Customer Service Supervisor/Team Leader for resolution/replenishment.
8. Responsible for executing the Gift Card program in the assigned operating assets and ensuring that all payment handling by the Customer Service Team is in accordance with the prescribed policies and procedures.