Customer Service Coordinator - Mall of the Emirates

About Majid Al Futtaim

Majid Al Futtaim Holding stands as a premier developer and operator of shopping malls, retail outlets, communities, and entertainment centers across the Middle East, North Africa, and Central Asia. With a workforce exceeding 43,000 employees and annual revenues surpassing 11 billion USD, the company operates in 18 countries. Renowned brands under its umbrella include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, and Vox Cinemas. The company is dedicated to creating memorable experiences every day for everyone.

Role Summary

This role entails managing the successful delivery of a customized Customer Service program within a designated Majid Al Futtaim mall. Key responsibilities include overseeing performance and people management, ensuring operational excellence, maintaining compliance, and driving enhancement in customer service standards.

Responsibilities

• Stay well-informed about the malls' current assets, services, amenities, store locations, layouts, and ongoing or future promotions to facilitate seamless daily Customer Service Desk operations.
• Manage day-to-day operations of the Customer Service Information Desk under supervision, following established service protocols and procedures.
• Provide assistance to customers by offering clear guidance, sharing information about upcoming or ongoing mall promotions and events, responding to inquiries both telephonically and in person, as well as executing mall-specific assignments.
• Address and resolve customer complaints swiftly and courteously, adhering strictly to Customer Service policies and maintaining agreed service level agreements.
• Implement and oversee the Gift Card program within designated assets, ensuring all payment transactions by staff adhere to company policies and procedures.

Requirements

• Possession of a high school diploma or equivalent qualification is mandatory.
• At least one year of relevant experience in customer service within a reputable shopping center or luxury hotel environment, either in the GCC region or internationally.

What We Offer

• The opportunity to be part of an organization committed to spreading happiness and creating unforgettable experiences, with over 27 years of recognized regional leadership.
• A positive and welcoming workplace culture where enthusiasm for future growth is shared collectively.
• Collaboration with more than 50,000 diverse and talented colleagues, supported by a strong leadership framework.