Customer Service Coordinator - City Center Almaza

BUSINESS INTRODUCTION

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.

JOB TITLE

Customer Service Coordinator | MAF Properties | West Region

ROLE SUMMARY

The Customer Service Coordinator is responsible for ensuring the smooth operation of the Customer Service Information Desk and related activities within the mall. The role focuses on delivering exceptional customer experiences, maintaining operational efficiency, and supporting the mall's promotional and loyalty programs. The coordinator acts as a brand ambassador for Majid Al Futtaim Properties, upholding the company's values and standards.

ROLE PROFILE

• Assist customers with directions, mall information, and general inquiries.
• Handle customer complaints professionally and escalate issues to the relevant teams when needed.
• Support daily customer service operations, including Gift Card sales, reconciliation, inventory checks, and stock control.
• Verify retailer MID numbers and Salesforce compatibility to ensure smooth Mall Gift Card and SHARE Pay transactions.
• Promote the SHARE loyalty program, assisting customers with app downloads, registrations, rewards, and ongoing promotions.
• Collect and analyze customer feedback through NPS call-backs, identify service gaps, and suggest improvements to enhance satisfaction.
• Collaborate with mall departments such as Operations, Security, Maintenance, and Marketing to maintain smooth operations and a positive customer experience.
• Maintain professional standards and compliance, including grooming, customer service excellence, adherence to company policies, and promoting Majid Al Futtaim's values.

REQUIREMENTS

• Bachelor's Degree is required.
• Minimum 2 years of customer service experience.
• Experience within a shopping mall or luxury hotel environment.
• GCC experience is preferred, though relevant international experience is also accepted.
• Strong exposure to customer-facing service operations in a reputable organization.
• For internal Majid Al Futtaim candidates, a minimum of 1 year in their current role is required.

WHAT WE OFFER

• At Majid Al Futtaim, we're on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We're proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.