Customer Service Officer

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities - all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

**ROLE DESCRIPTION**

**_Disclaimer: This role description reflects the general details considered necessary to describe the principal functions of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent in the job._**

**_Title:

- **

**_Job Category:_**
- Customer Service Officer_
- Mall Management_

**_Seniority Level:_**

**_Role Archetype:_**
- Clerical and frontline_
- Not Applicable_

**_Division/Department:_**

**_Career Level:_**
- Asset Management - Marketing - Customer Service_
- Officer_

**_Reporting to:_**

**_Supervising (if applicable):_**
- Manager - Customer Service_
- N/A_

**_Location:_**

**_Date of last revision:_**
- UAE_

**Role Purpose**:
The position is mainly responsible for the day to day smooth operations of the Customer Service Information Desk / booth ensuring that all customer service related activities is carried out in accordance with the prescribed policies and guidelines and the services provided are of the highest level standards to ensure a pleasant customer experience.

**Role Details - Key Responsibilities and Accountabilities**:

- Maintain a thorough knowledge of the assigned AMBU operating assets (shopping centre’s) vis-a-vis amenities/facilities, stores/locations, mall layout and any on-going / upcoming promotional activities including Information Desk / Booths opening and closing hours and procedures.
- Ensure smooth day to day operations of the Customer Service Information Desk / Booths under the direction and guidance of Supervisor / Manager Customer Service and in accordance with the established Customer Service guidelines / procedures in order to serve the customers with quality services.
- Display a high level of personal grooming and perform duties in official attire at the work place in accordance with the company’s established grooming / professional attire standards to promote MAFP’s image.
- Assist the visitors / customers at the Information Desk / Booths 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 Centre specific duties as assigned. Ensure to maintain a positive, polite and professional attitude all the times for serving each customer in order to create a memorable customer experience.
- Perform “meet and greet” duties for tour related groups, educational institutions etc., visiting the assigned Shopping Centre and assist them during Mall tour when required.
- Responsible for efficient handling of all routine /minor customer complaints / enquiries (both on the phone and in person) on a daily basis. Ensure that all customer complaints / queries are being handled with the utmost courtesy and professionalism and as per established Customer Service guidelines / procedures.
- Handle all retail related complaints received from tenants and inform the relevant security, maintenance and other concerned ASSET MANAGEMENT BUSINESS UNIT departments immediately. Ensure that all tenant related complaints are addressed on a timely basis.
- Responsible for efficient handling of the merchandise and services sold at the booth, including maintaining accurate inventory levels and strictly following all related ASSET MANAGEMENT BUSINESS UNIT Finance procedures. Ensure that any discrepancies e.g. faulty equipment or any supplies that are running low is immediately report to Supervisor / Customer Service Manager for resolution / replenishment.
- Achieve yearly Gift Card sales target in the assigned Shopping Centre and ensure that all cash handling relating to it follow strict adherence to the ASSET MANAGEMENT BUSINESS UNIT Finance guidelines / procedures.
- Assist the Shopping Centre customers in performing the necessary procedures for services like car cleaning and valet services, gift wrapping, stroller rental, wheelchair loans, gift voucher sales, loyalty program, etc. In-addition facilitate the customers in the event of Lost and Found function e.g. personal items, lost children etc. Ensure that all Lost and Found formalities are fully complied with the established Customer Service policie