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Customer Service Officer
4 months ago
Maintain up to date knowledge of the AMBUoperating assets (shopping centre’s) services,amenities/facilities, stores/locations, mall layout and anyon-going/upcoming promotional activities, to ensure a smooth day today functioning of the Customer Service Info desks.
Ensure smooth day to day operations of the Customer ServiceInformation Desk under the direction and guidance of Supervisor andTeam leader and in accordance with the established Customer Serviceprocesses and procedures.
Display a high level ofpersonal grooming and perform duties in official attire at theworkplace in accordance with the company’s establishedgrooming / professional attire standards to promote Majid AlFuttaim Properties’ image.
Assist thecustomers 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.Ensure to maintain a positive, polite, and professional attitudeall the times for serving each customer in order to create anunforgettable customer experience.
Handle and resolveall customer complaints received in accordance with the establishedCustomer Service policies and procedures with the utmost courtesyand professionalism and as per established Customer Serviceguidelines / procedures within agreed SLA. This includes allcomplaints received - in-person/online/digital/call centre.Escalate necessary customer complaints to the Customer Service teamleader/Supervisor or relevant stakeholders for resolution.
Have a professional relationship with tenants andretails, to ensure smooth operation and solving all complaintsreceived from customers. Also coordinate with tenants to escalateall related issues with right stake holders including security,maintenance, and other concerned departments.
Responsible for maintaining accurate inventory levels and strictlyfollowing all related AMBU Finance procedures. Ensure that anydiscrepancies e.g. faulty equipment or any supplies that arerunning low is immediately report to Customer Service Supervisor/Team Leader for resolution / replenishment.
Responsibleto execute Gift Card program in the assigned operating assets andensure that all payment handling by the Customer Service Team is inaccordance with the prescribed policies and procedures.
Assist the Shopping Malls customers in performing the necessaryprocedures for services like car cleaning and valet services, giftwrapping, stroller rental, wheelchair, gift card sales, loyaltyprogram, etc. In-addition facilitate the customers in the event ofLost and Found function e.g. personal items, lost children etc.Ensure that all Lost and Found formalities are fully complied withthe established Customer Service policies and procedures and wellcommunicated to tenants/ customers.
Ensure that theassigned Shopping Malls always “looks its best”in terms of cleanliness and report any problems or concernsimmediately to the Customer Service Supervisor/Team Leader for atimely resolution.
