Call Center Agent

Job Purpose:

To ensure the delivery of smooth, efficient and consistent best practice of the functioning of the customer service desk, you will be responsible in delivery bespoke process and procedure of the overall customer service program and for the centre providing all customers excellent services and ensuring that their expectations are constantly met.

Job Type: Permanent

Salary: 6K AED

Key Tasks:

• Ensure the smooth and efficient operation of the Customer Service Desk by delivering exceptional customer service and consistently meeting customer expectations.
• Maintain comprehensive knowledge of the property, its facilities, and key attractions within Dubai.
• Respond to general inquiries from customers and stakeholders at the Customer Service Desk.
• Keep the Customer Service Team Leader, Supervisor, and Manager informed of customer feedback and service-related issues.
• Handle incoming telephone calls and respond to customer inquiries promptly and professionally.
• Maintain accurate records of customer service requests, inquiries, and complaints.
• Resolve customer complaints in accordance with established policies and procedures.
• Prepare and reconcile shift cash transactions, ensuring all records are accurate and balanced, and securely deposit funds in compliance with company policies.
• Support fellow Customer Service team members during busy periods to ensure seamless service delivery.
• Perform meet-and-greet duties for tour groups, school visits, and other organized events as required.
• Provide customers with accurate information regarding ongoing promotions and ensure all related procedures are followed correctly.
• Promote, sell, and upsell Dubai Holding Malls' products and services while adhering to established sales procedures.
• Manage value-added services, including gift wrapping, stroller rentals, wheelchair loans, lost and found, childcare services, and other customer assistance programs.
• Maintain accurate inventory records for services and products sold at the Customer Service Desk, ensuring compliance with accounting procedures and reporting discrepancies immediately to the Team Leader or Supervisor.
• Assist the Customer Service Team Leader and Supervisor in collecting and updating information on in-store promotions, events, and activities to keep the team informed.
• Coordinate with the Customer Service Team Leader to ensure mall directories are accurate and up to date, reporting any discrepancies promptly.
• Direct media inquiries to the appropriate Palm Jumeirah Malls department or representative.
• Report equipment malfunctions, supplier shortages, or any operational issues immediately to the immediate supervisor.
• Monitor the condition of mall common areas, restrooms, signage, and other public facilities, reporting any maintenance or cleanliness concerns to ensure the mall maintains a high standard of presentation.
• Ensure brochure racks remain clean, organized, and fully stocked at all times.
• Maintain the cleanliness, organization, and professional appearance of the Customer Service Desk at all times.