What You Will Do:

Customer Service

• Deliver exceptional customer service to all visitors, with sensitivity to cultural differences and understanding of diverse customer expectations.
• Assist mall customers at the customer service desk with a friendly and welcoming attitude, demonstrating cultural awareness.
• Provide updated information related to new stores, closed stores, and emergency contact details.
• Be knowledgeable about mall operations, marketing and promotion information, and service policies.
• Provide on-ground support during events, activations, or peak traffic times as required by management.

Site Knowledge

• Develop an in-depth understanding of the retail center to assist with customer queries.
• Gain knowledge of the layouts and location of entrances, exits, lifts, escalators, restrooms, and emergency services.
• Conduct regular mall visits to stay informed about latest developments.
• Coordinate with inter-departments to have updated information about their functionalities.

Mall Collaterals

• Maintain adequate stock of mall collaterals such as e-directories and desk supplies.
• Provide information related to mall e-directory, ongoing offers and promotions, tourist information, and available services.
• Efficiently handle customer queries and maximize opportunities to generate sales.

Resolution of Problem

• Proactively resolve customer complaints/issues within delegated authority.
• Ensure complaints received at the Customer Service Desk are promptly recorded, tracked, and resolved in a timely and courteous manner.
• Aim for complete customer satisfaction and adhere to service quality standards.

Coordination

• Coordinate with other mall departments regarding issues relevant to these areas.
• Facilitate response and resolution of problems reported by customers affecting their perception of the facility.

Sales

• Perform daily sales of gift cards, business services, and other services.
• Seek opportunities to proactively increase profit to the business.
• Maintain monthly sales quota as set forth by the department head.

Management Support

• Assist in administrative tasks and support Mall Management as requested.
• Collect information related to customer feedback for promotions or surveys.
• Carry out inspections on the retail center to ensure a world-class customer environment.

Emergency Aid and Response Team Member

• Provide basic level first aid services and emergency assistance to customers in case of emergencies.
• Be up to date with security trainings on Emergency response and handling.

Skills

Required Skills To Be Successful:

• Customer Service Excellence
• Verbal and written communication
• Problem Solving and Complaint Handling
• Team Collaboration

What Qualifies You For The Role:

• Graduation in any degree.
• Fluent in English; proficiency in Arabic or another language is advantageous.
• 2 years relevant customer service experience in a shopping centre or hospitality, preferably front-desk.
• Willing to work on weekends, official holidays, and outside official working hours.