Customer Service Officer

Job description / Role

- Maintain a thorough knowledge of the Mall (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 under the direction and guidance of Supervisor / Manager Customer Service to provide 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 companys established grooming / professional attire.
- 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) and performing other Shopping Center 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, visiting the assigned 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.
- Responsible for efficient handling of the merchandise and services sold at the booth, including maintaining accurate inventory levels and strictly following all related 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 Mall ensure that all cash handling relating to it follow strict adherence to the Finance guidelines / procedures.
- Assist the Shopping Center 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 policies and procedures and well communicated to tenants / customers.
- Ensure that the Mall always looks its best in terms of cleanliness and report any problems or concerns immediately to the Supervisor / Manager Customer Service for timely resolution.
- Facilitate the Mall Marketing in smooth running of mall promotions and events and actively promote the promotional activities to the customers.
- Assist the Supervisor / Customer Service Manager in maintaining accurate and up to date in-mall directories, retailer manual and contact details of all Tenants in the assigned Shopping Centre.
- Build and maintain a positive and congenial Tenant Relations (with new / existing) and others such as government and community groups in order to enhance the companys image.
- Provide all necessary data / reports on a periodic basis pertaining to Customer Service to the Supervisor / Manager Customer Service for their review and prompt decision making.
- Ensure compliance with the Companys Code of Conduct, Departmental policies and HR Policies and Procedures at all times.

Requirements

- Minimum High School Graduate or Equivalent.
- 2 - 3 years work experience in Customer Service field in a reputed shopping Center, luxury Hotel industry in GCC or abroad.

Knowledge:
- Spoken language in English and Arabic and knowledge of other languages is an asset.
- Highly customer service oriented.
- Good knowledge of refund - exchange policy.
- Pleasant personality and active.
- Required to work in shifts.

About the Company

A franchise agreement with one of the world's largest retail chains Carrefour, allowed Majid Al Futtaim Retail to competitively introduce the first hypermarket model to the region in 1995 providing shoppers with variety and value.

Today, Majid Al Futtaim Retail owns 100% of the Carrefour franchise in 38 markets across MENA and central Asia, Africa and Russia.

Majid Al Futtaim Retail opened its first hypermarket in City Centre Deira - UAE, and through the years expanded to more than 180 Carrefour stores in 15 countries across the region.

Carrefour is dedicated to rewarding its loyal customers and offering access to a unique shopping experience through special offers and promotions throughout the year.

We are a family of more than 30,000 employees from more than 75 nationalities and we are committed to Create Great Moments for everyone, every day. Sounds appealing? Come join us and have the opportunity to challenge yourself in a unique work experience.