Emirati Talent - Customer Service Coordinator - City Centre Al Zahia

Majid Al Futtaim; Sharjah; On-site; AED 78,000 - 123,000; Full time

Benefits offered by this job

Friendly environment

Leadership model guidance

Diverse colleagues

Job summary

Majid Al Futtaim is seeking a Customer Service Coordinator to support the Asset Management Business unit, focusing on the Information Desk operations across a Majid Al Futtaim Mall.

The role involves guiding customers, resolving queries, and ensuring high-standard service delivery aligned with established processes and SLAs. 2+ years in GCC luxury hospitality or retail customer service is preferred, with a high school diploma required.

Qualifications

• High school diploma or equivalent.
• 2+ years of experience in Customer Service in a reputed shopping centre or luxury hotel in GCC or abroad.

Responsibilities

• Maintain up-to-date knowledge of mall services, amenities, stores, and promotions to ensure smooth desk operations.
• Oversee day-to-day operations of the Customer Service Information Desk under supervision.
• Assist customers with directions, queries, and information at the desk (in person and by phone).
• Handle and resolve customer complaints per Policy and SLA with courtesy and professionalism.
• Execute Gift Card program and ensure compliant payment handling by the team.

Skills

Customer service

Communication

Information desk

Education

High school diploma

Job description

Job Title

Customer Service Coordinator | Asset Management Business | Majid Al Futtaim

Role Summary

The position is responsible for supporting overall execution and delivery of the bespoke Customer Service program in a specific Majid Al Futtaim Mall. Mainly responsible for the day-to-day smooth operations of the Customer Service Information Desk, ensuring that all customer service-related activities are carried out in accordance with the process and procedures, and the services provided are of the highest-level standards to ensure effortless, unforgettable, and sensorial customer experience.

Role Profile

• Maintain up to date knowledge of the AMBU operating assets (shopping centre’s) services, amenities/facilities, stores/locations, mall layout and any on-going/upcoming promotional activities, to ensure a smooth day to day functioning of the Customer Service Info desks.


• Ensure smooth day to day operations of the Customer Service Information Desk under the direction and guidance of Supervisor and Team leader and in accordance with the established Customer Service processes and procedures.


• Assist the 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 malls specific duties as assigned.


• Handle and resolve all customer complaints received in accordance with the established Customer Service policies and procedures with the utmost courtesy and professionalism and as per established Customer Service guidelines / procedures within agreed Service Level Agreement.


• Responsible to execute Gift Card program in the assigned operating assets and ensure that all payment handling by the Customer Service Team is in accordance with the prescribed policies and procedures

Requirements

• High school diploma or equivalent required


• 2+ years’ work experience in Customer Service field in a reputed shopping Centre, luxury Hotel industry in GCC or abroad.

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.