Customer Service Coordinator

Majid Al Futtaim; Muscat; On-site; OMR 6,000 - 12,000; Full time

Benefits offered by this job

Friendly work environment

Global network of 45,000 colleagues

Leadership development opportunities

Job summary

Majid Al Futtaim Holding is a leading developer and operator of shopping malls, retail, and entertainment in the Middle East. The Customer Service Coordinator role supports the bespoke service program for an MAF mall, ensuring smooth desk operations and exceptional guest experiences.

Responsibilities include knowledge of mall assets, handling inquiries, and coordinating with tenants and internal teams to deliver high-quality services and programs such as loyalty, gift cards, and valet.

Qualifications

• Experience in customer service roles, preferably in premium or luxury settings.
• Strong interpersonal and communication skills with a guest-first approach.
• Ability to handle inquiries and resolve issues across channels within SLA.

Responsibilities

• Maintain up-to-date knowledge of mall assets, services, layouts, stores, and promotions.
• Ensure efficient daily operations of the Customer Service Information Desk in line with policies.
• Deliver exceptional customer service with inquiries, directions, promotions, and mall services.
• Handle and resolve customer complaints across channels professionally, escalating when needed.
• Coordinate with tenants, retailers, and internal departments for smooth operations.
• Manage customer services and programs like gift cards, loyalty, valet, and lost & found.

Skills

Customer Service

Premium Service

Communication

Education

Bachelor's Degree

Job description

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 | Oman Cluster

ROLE SUMMARY

The position is responsible for supporting overall execution and delivery of the bespoke Customer Service program in a specific MAF 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 mall assets, services, layouts, stores, and promotions to ensure smooth Customer Service desk operations.
• Ensure efficient daily operations of the Customer Service Information Desk in line with established policies, procedures, and management guidance.
• Deliver exceptional customer service by assisting with inquiries, directions, promotions, calls, and assigned mall services while maintaining a professional, courteous attitude.
• Handle and resolve customer complaints across all channels professionally within SLA, escalating issues when required.
• Coordinate closely with tenants, retailers, and internal departments (security, maintenance, etc.) to ensure smooth operations and issue resolution.
• Manage customer services and programs such as gift cards, loyalty programs, valet, stroller/wheelchair rentals, gift wrapping, lost & found, and other mall services.
• Ensure accurate inventory control, proper payment handling, compliance with finance procedures, and reporting of discrepancies or shortages.
• Uphold company image, grooming standards, code of conduct, and values; support marketing events, maintain mall appearance, tenant relations, directories, and provide required reports.

REQUIREMENTS

• Bachelor’s Degree in any field is required
• Minimum of 2+ years’ experience in the Customer Service field.
• Experience should be within a reputed shopping center or luxury hotel environment.
• Experience may be gained within the GCC or internationally.
• Strong customer-facing experience in a premium service environment is preferred.

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.