About the job

Majid Al Futtaim PropertiesMajid 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 youRole ProfileThe 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.

• Maintain a thorough knowledge of the assigned SMBU 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.
• 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.
• 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.
• 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.
• 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.
• Responsible for efficient handling of the Gift Card at the booth, including maintaining accurate inventory levels and strictly following all related SMBU Finance procedures. Ensure that any discrepancies e.g. faulty equipment or any supplies that are running low is immediately report to Supervisor / Customer Service Manager for resolution / replenishment.
• Facilitate SMBU Marketing in smooth running of mall promotions and events and actively promote the promotional activities to the customers.
• Build and maintain a positive and congenial Tenant Relations (with new / existing) and others such as government and community groups in order to enhance the MAFP’s image.

Requirements

• Bachelor’s degree in any relevant field.
• Average English
• 1-2 years’ work experience in Customer Service field in a reputed shopping Centre, luxury Hotel industry in Egypt or abroad.