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Contact Hub Officer

Date: 05-Jul-2021

Location: Dubai, AE

Company: Majid Al Futtaim

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, 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.

Role Purpose

 

To ensure the delivery of smooth, efficient and consistent best practices of the functions of the Contact Centre. You will be responsible for delivering bespoke processes and procedures of the overall Customer Service Program by providing all Customers with excellent services and ensuring that their expectations are constantly met.

 

Key Responsibilities & Accountabilities

 

  1. To ensure smooth and efficient operations at the Contact Centre by providing all Customers with bespoke quality services and ensuring that their expectations are constantly met.
  2. To have a high level of product knowledge of the all shopping malls properties and facilities as well as the cities of all assets.
  3. To handle all inquiries received through calls, emails and NPS to the Contact Centre, from internal and external Customers.
  4. To ensure that the Contact Centre Team leader and Supervisor are updated and informed about all feedback received from Customers at the Contact Centre.
  5. To capture and log all customers' requests and complaints in the system. Ensure to highlight urgent or sensitive complaints to the Contact Centre Team Leader and Supervisor.
  6. Handle Customer complaints according to the department’s processes and SOPs.
  7. Assist fellow Contact Centre Officers, whenever required.
  8. Conduct NPS call backs to probe and obtain further details about the Customers’ feedback.
  9. To log all details of NPS call backs in the system, add additional comments and classification if applicable.
  10. To validate and approve Customers’ receipts when participating in Marketing campaigns through self redemption tools.
  11. To handle incoming queries related to in-mall Hands-Free, including general enquiries, live package tracking and complaints.
  12. To provide accurate information to Customers related to running promotions set by the Marketing department and ensure execution as per the set SOP.
  13. Ensure media enquiries are acknowledged and referred to the appropriate MAFP colleague or department.
  14. Report any shortage or faults (e.g. supplies shortage, faulty equipment, etc..) immediately to your Contact Centre Team Leaders/Supervisor
  15. Assist in monitoring all Contact Centre systems and report any problems or concerns immediately to the Customer Service Team Leader/Supervisor.
  16. Whenever delegated and in the absence of the Contact Centre Team Leader and Supervisor, to carry out Shift Leader duties by supervising the daily workload of the team and allocating tasks to the team members, organizing the break schedule of the Contact Centre Officers during their shifts, ensuringthat adequate coverage is maintained in order to optimize service provision and administrative support across the hours of operations, and ensure proper handover of all pending tasks to the Shift Leader of the following shift.
  17. Ensure Contact Centre metrics and targets are achieved.