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: Clear and effective communication, both verbal and written, to interact with customers and colleagues.
Problem-Solving: Ability to assess situations and provide appropriate solutions in a timely manner.
Empathy: Ability to understand and relate to customer concerns, making them feel valued and heard.
Active Listening: Attentively listening to customers to understand their needs or issues fully.
Patience: Remaining calm and composed, especially when dealing with upset or frustrated customers.
Organizational Skills: Managing multiple customer requests efficiently and prioritizing tasks to ensure timely responses.
Product Knowledge: Understanding the company’s products or services to provide accurate information and assistance.
Time Management: Handling customer inquiries within the expected timeframes while managing multiple tasks.
Performance Metrics:
Customer Satisfaction:

High levels of customer satisfaction as indicated by surveys, reviews, or direct feedback.
Response Time:

Fast and efficient responses to customer inquiries, with a goal of minimizing wait times.
First-Contact Resolution (FCR):

Resolving customer issues or inquiries during the first point of contact, reducing the need for follow-up interactions.