Job Description

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:

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