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Customer Service Officer

4 weeks ago

Dubai, Dubai, United Arab Emirates MAJID AL FUTTAIM Full time
Roles and responsibilities

The position is responsible forsupporting overall execution and delivery of the bespoke CustomerService program in a specific MAF Mall. This includes theperformance management, people management, operational management,and compliance of the customer service team. The role isresponsible to drive the standards of customer service and executecontinual improvement on thestandards.

RoleProfile

  • Maintain up to date knowledge of theAMBU operating 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 Infodesks.
  • Ensure smooth day to day operations ofthe Customer Service Information Desk under the direction andguidance of Supervisor and Team leader and in accordance with theestablished Customer Service processes andprocedures.
  • Assist the customers at theInformation Desk by providing clear directions, information onon-going / upcoming mall promotional events / activities, answeringto queries (both on the phone or in person) and performing othershopping malls specific duties asassigned.
  • Handle and resolve all customercomplaints received in accordance with the established CustomerService policies and procedures with the utmost courtesy andprofessionalism and as per established Customer Service guidelines/ procedures within agreed SLA.
  • Responsible toexecute 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

Requirements

  • High school diploma or equivalentrequired.
  • 2+ years' work experiencein Customer Service field in a reputed shopping Centre, luxuryHotel industry in GCC or abroad.
Desired candidate profile

A Customer Service Officerserves as the primary point of contact for customers, ensuringtheir needs are met and issues are resolved efficiently. This rolerequires excellent communication, problem-solving abilities, andinterpersonal skills. Below is an outline of the key skills,responsibilities, and growth opportunities for thisposition:

Key Skills for a CustomerService Officer

1.CommunicationSkills

  • VerbalCommunication: Clear and professional speech toeffectively address customerqueries.
  • WrittenCommunication: Crafting emails, chats, or messageswith clarity andprecision.
  • ActiveListening: Understanding customer needs and concernsfully before responding.

2.Problem-SolvingSkills

  • ConflictResolution: Managing and resolving customercomplaints calmly andefficiently.
  • CriticalThinking: Analyzing issues to provide practical andeffectivesolutions.
  • Resourcefulness:Using available tools and resources to resolve complexqueries.

3.InterpersonalSkills

  • Empathy:Understanding and addressing customer emotions andfrustrations.
  • Patience:Remaining calm and supportive, even in challengingsituations.
  • Adaptability:Adjusting to diverse customer personalities and communicationstyles.

4. TechnicalProficiency

  • CustomerRelationship Management (CRM) Tools: Knowledge ofplatforms like Salesforce, Zoho CRM, orHubSpot.
  • DataEntry: Accurately recording customer information andinteractions.
  • MultichannelSupport: Managing customer interactions via phone,email, chat, or social media.

5.ProductKnowledge

  • Understandingthe company's products or services in detail to provideaccurate information and advice.
  • Stayingupdated on product changes, policies, orpromotions.

6. TimeManagement

  • Prioritization:Handling multiple customer queries efficiently without compromisingquality.
  • Efficiency:Resolving issues quickly while ensuring customersatisfaction.

7. TeamCollaboration

  • Workingclosely with other departments, such as sales, technical support,and billing, to resolve customerissues.

8. CustomerFocus

  • ServiceOrientation: Always putting the customer'sneeds first.
  • Follow-UpSkills: Ensuring that promises made to customers arefulfilled promptly.
KeySkills
Customer Assistance,Sales andCustomer Service,Customer Service Management
Employment Type : Full-time
Department / Functional Area: CustomerService
Experience: Not Mentionedyears
Gender: Male
Vacancy: 1
Joining Date: Wed, 29 Jan 2025