Customer Service Coordinator

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.