Majid Al Futtaim Hiring for Customer Service Associate Job at Dubai Full Time

Role Purpose:

The role of the Customer Service Associate is to deliver an excellent customer experience to customers across the Leisure, Entertainment and Cinemas business.

Role Details – Key Responsibilities and Accountabilities:

• Customer Experience
  • Engages with customers in polite and professional manner following MAF LEC programs and initiatives and any promotions and/or offers.
  • Assists customers through strong product knowledge.
  • Deals with customer complaints or concerns and follows the correct escalation process.
• Team
  • Respects all fellow team members and treat as equals and aids when needed.
• Cash Handling
  
  • Ensures all guests receive the correct change and avoids cash under & over at all times.
  • Follows MAF LEC cash handling policies and procedures.
• Selling & Upselling
  • Perform up-selling strategies (Suggestive/Cross Selling) and advise and assist customers with sales and bookings to maximize revenues.
• Food Hygiene & Handling
  • Follows food hygiene policies to ensure all food & beverage served to MAF LEC customers are safe and free of contamination.
• Stock Control & Inventory Management
  • Monitors and carries out stock checks with the necessary controls.
  • Ensures site equipment are stored properly in the storage room following the correct storage procedures.
• HSE
  • Abides by policies & procedures listed in MAF LEC HSE management programs to ensure a safe environment for guest, colleagues, and self.
  • Ensures the guests meet the relevant criteria in alignment to SOPs of the designated attraction.
  • Ensures that all customers use the Personal Protective Equipment (PPE) required in the correct manner.
  • Operates and maintains according to the Standard Operating Procedures (SOPs’) and Risk Assessments.
  • Owns health, safety and wellbeing and anyone or anything that may be affected by acts or errors.
  • Reports incidents and stop any work activity if their personal safety is at risk at any time.
  • Identifies equipment deficiencies for assets and reports any issues to the Manager on duty and/or the relevant Technician.
  • Ensures disclaimers are signed by customers when applicable.
  • Abides to child safeguarding policies and procedures.

Definition of Success

• Customer Engagement & Customer Experience
• Product Knowledge Annual Individual Performance Appraisal
• Cash Handling
• Guest Feedback (NPS)

Other Context (if applicable):

• Flexible work night shifts, and on weekends and public holidays as per the roster.
• Adheres to MAF LEC policies and procedures with regards to HSE, grooming, code of conduct, work ethics, working hours and attendance.
• Follows and adheres to the happiness smashable language and rituals.
• Performs any additional adhoc duties as requested by Line Manager and/or Head of Department.

Personal Characteristics and Required Background:

Personal characteristics

• Team oriented, energetic, friendly, and outgoing.
• Excellent communication skills
• Customer service orientation

Minimum experience

• 0-3+ years of experience in any F&B/Customer Service/Retail/Hospitality industry preferred.

Minimum Qualifications/education

• Minimum high school certificate
• Basic English language verbal and written.
• Computer literate