Customer Service Team Leader - Majid Al Futtaim Properties - Oman

Date: 9 Nov 2023

Location: OM

Company: Majid Al Futtaim

Majid Al Futtaim Properties invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, and Hospitality pioneer across the Middle East, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

The position is responsible to supervise the Customer Service Team for Mall of Oman including efficient management of the Information Desk / booth and the team, ensuring that all customer service-related activities are carried out in accordance with the prescribed policies and standard operating procedure to the highest level of service standards.


  • Maintain a thorough knowledge of the operating asset services, amenities/facilities, stores/locations, mall layout and any on-going / upcoming promotional activities, to ensure a smooth day to day functioning of the Customer Service booths
  • Maintain up to date knowledge of number of trading stores, store categories, new store openings and L&E & F&B options/promotional activities.
  • Acts as replacement / backup for Customer Service Officers in absence to ensure continuity of customer services
  • Ensure that all Customer Service Team display high level of personal grooming in accordance with the company’s established grooming standards and notify any discrepancy to Customer Service Supervisor for rectification or further escalation to next level
  • Ensure that the Customer Service Team complies with the established policies and procedures for smooth day to day functioning of the Customer Service operations across assigned operating assets.
  • Responsible for conducting training to all assigned Customer Service Team to ensure and enhance the skills and customer service level standards.
  • 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.
  • Achieves 0% discrepancy in weekly inventory taking and cash handling.


  • Minimum High School Certificate
  • 3 - 5 years’ work experience in Customer Service preferably in Shopping Centre, luxury Hotel industry in GCC.
  • Customer centricity, adaptability & conflict resolution
  • Excellent communication skills and industry knowledge


  • 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 from any country in the world for 30 days a year.
  • Work in a friendly environment, where everyone shares positive vibes and excited about our future.
  • Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model.