Customer Service Operator

Roles and responsibilities

Customer Service Officer | Asset Management Business Unit | Majid Al Futtaim Properties

Role Summary

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: Clear and concise speaking skills to explain solutions and policies effectively.
• Written Communication: Crafting professional and empathetic emails, chat messages, or written responses.
• Active Listening: Understanding customer concerns without interruption to address their needs accurately.

2. Problem-Solving Abilities

• Conflict Resolution: Managing difficult conversations and finding amicable solutions.
• Critical Thinking: Analyzing issues to identify root causes and implement effective fixes.
• Resourcefulness: Using tools and information creatively to resolve complex queries.

3. Interpersonal Skills

• Empathy: Relating to customers’ concerns and showing genuine care.
• Patience: Maintaining composure and professionalism, even with frustrated customers.
• Adaptability: Tailoring responses to fit different customer personalities and needs.

4. Technical Proficiency

• Customer Relationship Management (CRM) Tools: Familiarity with systems like Salesforce, Zendesk, or HubSpot.
• Multichannel Support: Managing customer interactions via phone, email, chat, or social media.
• Basic Technical Troubleshooting: Guiding customers through basic solutions.

5. Organizational Skills

• Time Management: Prioritizing tasks to handle high volumes of inquiries efficiently.
• Attention to Detail: Ensuring accuracy in customer records and communications.
• Follow-Up: Proactively tracking and resolving pending issues.

6. Customer Focus

• Always putting the customer’s needs first while aligning with company policies.
• Building trust and fostering loyalty through positive interactions.