Job Purpose

• To ensure smooth and efficient operations at the Customer
  Service desks by providing all Customers with bespoke quality
  servicesand ensuring that their expectations are constantly met.
• To have a high level of product knowledge of the property and its facilities as well as the city where the asset is located.
• To handle general inquiries received at the Customer Service desks from internal and external Customers.
• To
  ensure that the Customer Service Team leader and Supervisor are updated
  and informed about all feedback received from Customers at the Customer
  Service desks.
• To answer telephone calls at the Customer Service desks for any queries.
• To capture and log all customers requests and complaints in the system.
• Handle Customer complaints according to the departments processes and SOPs.
• Prepare
  shift closing at the end of each shift, ensuring their individual
  reports are tallying in balance and correctly recorded. Ensure all cash
  is securely deposited at the end of each shift according to the
  departments processes and SOPs.
• To ensure that the cash-in-hand is securely handled at all times according to the departments processes and SOPs.
• Assist fellow Customer Service Officers, whenever required.
• To carry out meet and greet duties, whenever required, for tour related groups, schools etc.
• To
  provide accurate information to Customers related to running promotions
  set by the Marketing department and ensure execution as per the set
  SOP.
• To actively promote, sell and upsell MAFP Gift Cards and carry out all related processes and procedures.
• To
  promptly and accurately carry out the registration of eCoupon
  procedures required ensuring that departments processes andSOPs are
  always adhered to.
• Responsible for handling the products sold at
  the Customer Service desk by maintaining accurate inventory levels and
  strictlyfollowing all accounting-related procedures. Report any
  discrepancies directly and immediately to the Customer Service Team
  Leader or Supervisor.
• Assist the Customer Service Team
  Leader/Supervisor in gathering information related to the in-store
  merchandise and activities such as sales and promotions.
• Regularly
  audit all in-mall directories to ensure that all information is
  up-to-date. Report any discrepancies to the Customer Service Supervisor.
• Ensure media enquiries are acknowledged and referred to the appropriate MAFP colleague or department.
• To carry out Call Centre duties (if applicable) when scheduled, adhering to the department processes and SOPs.
• Report
  any shortage or faults (e.g. supplies shortage, faulty equipment,
  etc..) immediately to your Customer Service Team Leaders/Supervisor.
• Assist
  in monitoring all asset facilities, signage and common areas; to ensure
  that the mall is always in an immaculate condition and report any
  problems or concerns immediately to the Customer Service Team
  Leader/Supervisor.
• Responsible of the tidiness and cleanliness of the Customer Service desks.

• A bachelor degree in any discipline
• At least 1 year of customer service experience or in a customer-oriented role.
• Proficiency in English language is a must (written & spoken), secondary language (Arabic) is preferred.
• Proficiency in using Microsoft Office applications

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