Summary
Majid Al Futtaim is seeking a Customer Service Coordinator for its MAF Properties Oman Cluster in Muscat. The role supports daily operations at a mall information desk, assists customers, handles complaints within service-level agreements, and coordinates with tenants and internal teams. Duties also include managing mall services and programs, handling payments and inventory, and preparing reports. Applicants need a bachelor’s degree and at least 2 years of customer service experience, preferably in a shopping centre or luxury hotel.
The posting
As published on majidalfuttaim.com. Pulled from the employer's site and shown as they wrote it.
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 centre 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.