Customer Service Officer

Roles and responsibilities

The position is mainly responsible for the day to day smooth operations of the Customer Service Information Desk or 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 PROFILE

• Maintain a thorough knowledge of the assigned shopping malls operating assets, facilities, stores/locations, mall layout and any on-going or upcoming promotional activities.
• 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.
• 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 Majid Al Futtaim Properties’ image.
• Assist the visitors / 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).
• 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 on a daily basis. Ensure that all customer complaints / queries are being handled with the utmost courtesy and professionalism.
• Handle all retail related complaints received from tenants and inform the relevant security, maintenance and other concerned Shopping malls 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 Shopping Malls Business Unit Finance procedures.

Desired candidate profile

Bachelor's degree in Business Administration or any relevant field.
2 to 3 years of work experience in Customer Service field in a reputed shopping Centre, luxury Hotel industry.
Very Good English level.
Excellent communication and problem solving skills.
Communication Skills: Excellent verbal and written communication skills to interact effectively with customers and internal teams.
Problem-Solving: Ability to address customer concerns and complaints in a calm, efficient, and effective manner.
Active Listening: Skill in listening to customer needs and concerns without interruption, allowing you to respond appropriately.
Empathy: Ability to understand and relate to customer concerns, ensuring they feel heard and valued.
Time Management: Efficiently managing multiple customer requests or complaints simultaneously.
Attention to Detail: Ensure all customer information, requests, and issues are recorded accurately.
Patience: Ability to remain calm and composed, especially when dealing with upset or frustrated customers.
Sales Skills: Upselling or cross-selling relevant products or services that could benefit the customer.
Tech-Savvy: Familiarity with customer service platforms, CRM systems, and basic office software (e.g., Microsoft Office Suite).
Performance Metrics:
Customer Satisfaction:

Positive feedback from customers and high ratings in customer satisfaction surveys.
High resolution rates of customer issues or complaints.
Response Time:

Timely responses to customer inquiries, ensuring that issues are addressed within agreed timeframes.
Efficiency in handling multiple customer queries or requests simultaneously.
First-Contact Resolution:

The ability to resolve issues during the first point of contact, reducing the need for follow-up interactions.
Sales Performance (if applicable):

Achieving targets for upselling or cross-selling additional products or services.
Quality of Interaction:

Consistency in providing a professional, empathetic, and helpful service in every customer interaction.