Customer Service Officer – Oman

Majid Al Futtaim Properties invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, and Hospitality pioneer across the Middle East, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

Role Purpose:

The position is mainly responsible for the day to day smooth operations of the Customer Service Information Desk / booth ensuring that all customer service related activities is carried out in accordance with the prescribed policies and guidelines and the services provided are of the highest level standards to ensure a pleasant customer experience.

Role Details – Key Responsibilities and Accountabilities:

1. Maintain a thorough knowledge of the assigned operating assets (shopping centre’s) vis-a-vis amenities/facilities, stores/locations, mall layout and any on-going / upcoming promotional activities including Information Desk / Booths opening and closing hours and procedures.
2. Ensure smooth day to day operations of the Customer Service Information Desk / Booths under the direction and guidance of Supervisor / Manager Customer Service and in accordance with the established Customer Service guidelines / procedures in order to serve the customers with quality services.
3. Display a high level of personal grooming and perform duties in official attire at the work place in accordance with the company’s established grooming / professional attire standards to promote Majid Al Futtaim Properties’s image.
4. Assist the visitors / customers at the Information Desk / Booths 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 Centre specific duties as assigned. Ensure to maintain a positive, polite and professional attitude all the times for serving each customer in order to create a memorable customer experience. 
5. Perform “meet and greet” duties for tour related groups, educational institutions etc., visiting the assigned Shopping Centre and assist them during Mall tour when required.
6. Responsible for efficient handling of all routine /minor customer complaints / enquiries (both on the phone and in person) on a daily basis. Ensure that all customer complaints / queries are being handled with the utmost courtesy and professionalism and as per established Customer Service guidelines / procedures.
7. Handle all retail related complaints received from tenants and inform the relevant security, maintenance and other concerned departments immediately. Ensure that all tenant related complaints are addressed on a timely basis.