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 48,000 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.

Role Purpose
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.

Responsibilities

Role Details – Key Responsibilities and Accountabilities:

• In-Depth Mall Knowledge: Stay updated on shopping center services, amenities, stores, layout, promotions for smooth information desk operations.
• Follow Procedures: Ensure smooth customer service desk operations under supervisor guidance, adhering to established policies and procedures.
• Professional Image: Maintain high personal grooming and wear official attire according to company standards.
• Exceptional Customer Service: Assist customers with directions, mall events, answer inquiries (phone/in-person), and provide a positive, polite, professional experience.
• Complaint Resolution: Handle and resolve all customer complaints professionally per established procedures, including escalation as needed.
• Tenant Relations: Maintain professional relationships with tenants, resolve customer complaints, coordinate issue escalation with relevant departments.
• Inventory & Security: Maintain accurate inventory levels, report discrepancies, and ensure secure financial procedures.
• Additional Services & Lost & Found: Assist customers with car cleaning, gift wrapping, stroller rentals, wheelchairs, gift cards, loyalty programs, and Lost & Found procedures.

Minimum Experience

• 0 to 2+ years’ work experience in Customer Service field in a reputed shopping Centre, luxury Hotel industry in GCC or abroad.
• For internal MAF Candidates, 1+ years’ work experience in current position.
• UAE National and possess a family book.