Job Title : Customer Service Associate Manager- Shopping Malls

Category : Customer Service/Telemarketing / Receptionist

Majid Al Futtaim Company Location Dubai, United Arab Emirates

Posted Date : 06/14/2017

Job Description :

Job description
About the Company


Majid Al Futtaim develops and operates a range of community and regional malls that vary in size and type, and each mall is strategically developed to meet the specific needs and requirements of its market.

Our shopping malls portfolio has become world renowned for innovation within the shopping centre, retail, design and construction industries. We create ‘destination’ malls that deliver more than just great shopping, through unique leisure offerings such as Ski Dubai, Magic Planet and VOX Cinemas.

Through our pioneering efforts, we provide an impressive launch platform into the region for some of the world’s most famous retail brands such as Carrefour, Harvey Nichols, Debenhams, H&M, Zara, Pottery Barn, American Eagle, Tods, Céline and Virgin, allowing these retailers to strengthen and grow their brands strategically across a broad market.

When it comes to our shopping malls, our aim is simple: to deliver great moments for everyone, everyday, while at the same time redefining the industrystandard, achieving global recognition and driving retail growth in the region.

Role Purpose

The position is mainly responsible to effectively manage the day to day operations of the Centre in terms of Centre Presentation, Security, Safety, Cleaning, Engineering, Facilities and Ambience and ensure that all are kept up to the highest quality standards in order to meet all tenant and customer requirements.

Role Details- Key Responsibilities and Accountabilities:

Liaise with the Shopping Mall Business Unit Marketing Department and participate actively in establishing a comprehensive Customer / Client Service Management Program including guidelines, setting service level standards, detailed procedures manual and budgets for the SMBU East Region’s operating assets.
Manage timely implementation of the Customer Service Manual (policies and procedures) in the area of responsibility and ensure that all Customer Service Team strictly comply with the stated customer service protocols, policies and procedures in day to day operations.
Monitor and control related Customer Service budget expenditures and ensure that the same comply within the approved Shopping Malls Business Unit budget.
Responsible for developing and timely imparting a comprehensive and vigorous training program pertaining to Customer Service in close coordination with the SMBU HR for new recruits and existing staff in order to enhance technical skills and Customer service level standards.
Develop an effective reporting procedure / mechanism for all customer complaint handling and resolution based on identifying and analysing problems / issues. Ensure that all customer facing team members are well acquainted to resolve minor / routine customer complaints including escalation procedures to the next level.
Be responsible for solving all complex customer queries and complaints in a pro-active and timely manner in line with the SMBU standards and Customer Service policies and procedures.
Liaise with Operational Teams (Security / Maintenance etc.,) to ensure a customer-focused attitude is endorsed by all customer-facing staff.
Responsible to achieve gift card sales target for all assigned operating assets and ensure to meet / exceed the same.
Oversee the Gift-Card program for all assigned operating assets and ensure that accuracy is maintained in all cash handling, accounting, reconciliation and store redemption procedures as per SMBU’s financial policies and guidelines.
Support actively in SMBU’s Loyalty and Reward program management and its effective execution and ensure that all Customer Service Team are fully trained to respond and resolve customer queries pertaining to the same.
Assist the SMBU Marketing in updating periodic retailer database for marketing/communication purposes and other store guide/static or electronic directories on a regular basis.
Coordinate with Retailers, Promotions Coordinator, Festival Coordinator and Media & Promotions to ensure all Customer Service Team are aware of all promotional activities and their locations and timings to guide the visiting customers.
Interface with SMBU Marketing on a regular basis to ensure maintenance of adequate stock of and controls all retail collateral and documents.
Responsible for the coordination of retail -tenant stores reports including store opening, store contact and category reports, customer’s feedback reports, customer personal information / database addition requests to Marketing department.
Provide SMBU Finance department on a periodic basis data / reports pertaining to all sales and other Customer Service related financial transactions or refunds for the assigned operating assets.
Responsible for identifying and implementing innovative ideas / measures to continuously improve and enhance the customers’ experience in the assigned operating assets.
Ensure compliance with the Majid Al Futtaim Poperties SMBU’s Code of Conduct, Departmental policies and Human Capital Policies and Procedures at all times.
Be the advocate and ambassador of aligning and cascading the MAFP values across SMBU and ensure that relevant team adhered to and exhibit the same all the time.
Build the capability of staff reporting into by providing on time regular feedback including annual review on performance and identify areas of improvement / reinforcement for further development.
Manage, guide and mentor the Customer Services team reporting into and take full responsibility in identifying potential talent and timely supporting professional development.
Lead by example – thrive to create an honest and open work environment where individuals collaborate /support each other as a team and are passionate to achieve a common business objective.
Develop the SMBU Customer Service Manual which fully encompasses job requirements, detailed procedures, and mandatory control measures to be followed by the Customer Service team. Ensure that the Customer Service Manual supports equivalent to a 5 star customer ethos at all times which is upheld by all.

Benefits Offered : As per UAE law