Customer Service Officer - The Outlet Village Required in Dubai - Dubai
Customer Service Officer - The Outlet Village Required in Dubai
We are looking for a Customer Service Officer (Russian speaker) to join The Outlet Village, DHAM Retail team.
The role holder acts as a point of contact for visitors within the asset to ensure excellent service levels and customer experience & is responsible for handling all customer service-related activities and ensures customer issues are addressed timely and in adherence with QA guidelines and DHAM’s policies and procedures.
Duty is based on duty roster shifts as per the Mall Operating hours.
Key Responsibilities/Accountabilities
Address customer complaints and queries in a timely manner and escalate issues to the line manager where required.
Ensure that the centre vision and values are understood and communicated clearly to the customers through the customer services teams on a periodic basis (fortnightly or monthly).
Coordinate to ensure smooth operations at the Information desk providing all customers efficient services and ensuring that their expectations are constantly met.
Respond and redirect mall enquiry emails and phone calls as required.
Guide customers within and outside the asset premises by ensuring high level of product knowledge of the asset and its facilities.
Provide accurate information to customers on any current promotions set by the marketing department and ensure its set process and procedures are carried out accurately.
Carry out promptly and accurately the registration of promotion coupons procedures required for customers wishing to participate in the promotions, ensuring that the company policies are adhered to all times.
Carry out the necessary procedures for all value-added services such as stroller rental, wheelchair loans, lost and found, met and great etc.
Support the customers and stores with any specific request related to returns, processing of refunds when required etc.
Maintain records of customers’ service requests and complaints and handle customer complaints in accordance with the department policies and procedures.
Provide information related to customer service for the preparation of management reports to the relevant stakeholders.
Carry out any other required procedures for smooth mall operations and customer experience.
Knowledge & Experience
Minimum Qualification:
Bachelors’ degree in any related discipline is preferred.
Experience:
Minimum 2-3 years’ experience in customer service within a retail / real estate organization.
Middle East experience is preferred.
Technical Competencies
Excellent English & Russian communication skills
Excellent influencing and negotiation skills.
Excellent problem-solving skills with the ability to maintain composure during difficult conversations.
Excellent organization and multi-tasking skills.
Expert in identifying and prioritizing key issues.
Excellent interpersonal skills with the ability to establish and nurture relationships at all levels.
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