Customer Service Associate

JOB TITLE

Customer Service Associate | MAF Properties | UAE Cluster

Role Summary

The position is responsible for supporting overall execution and delivery of the bespoke Customer Service program in a specific MAF Mall. This includes the performance management, people management, operational management, and compliance of the customer service team. The role is responsible to drive the standards of customer service and execute continual improvement on the standards.

ROLE PROFILE

• Manage product knowledge – Maintain updated information about the asset and ensure all teams have accurate, accessible knowledge for customer service.
• Be an ambassador of MAFP values – Align, cascade, and demonstrate company values across teams consistently.
• Customer service management – Oversee timely service delivery, adherence to KPIs, SLAs, and quality standards to maximize customer satisfaction.
• Performance management – Provide regular feedback, conduct annual reviews, and identify areas of improvement and development for the customer service team.
• Manage communication channels – Ensure accurate and updated information is available across all touchpoints (Contact Centre, website, apps, store locator, etc.).
• Rewards & gift card programs – Drive execution of the SHARE rewards program and manage gift card operations in compliance with company procedures.
• Compliance & governance – Ensure adherence to Code of Conduct, business unit policies, departmental guidelines, and HR procedures.
• Cross-functional collaboration – Foster effective communication and coordination between customer service and stakeholders such as operations, tenants, maintenance, and security.
  
  

Requirements

• A minimum of bachelor's degree in any field
• 2 years' work experience in Customer Service field - with a preference for shopping Centre, Airlines, luxury Hotel industry in GCC or abroad.
• Ideal candidate has, 1+ years' work experience with MAF in AMBU.
• Proficiency in English language is a must (written & spoken), secondary language (Arabic) is preferred.
• Proficiency in using Microsoft Office applications.