Call Center Agent

Job Overview

The Call Center Agent plays a crucial role in ensuring the smooth and efficient operation of the customer service desk. This position involves delivering exemplary service through adherence to specialized processes and procedures, consistently meeting and exceeding customer expectations at all times.

Key Responsibilities

• Oversee smooth and effective functioning of the customer service desk, ensuring customer satisfaction at all interactions.
• Maintain comprehensive knowledge of the property, facilities, and local information about Dubai.
• Respond to general inquiries from stakeholders and customers at the service desks promptly and professionally.
• Communicate regular customer feedback and issues to the Customer Service Team Leader, Supervisor, and Manager.
• Answer telephone queries directed to the customer service desks efficiently.
• Document and maintain records of customer service requests and complaints accurately.
• Address customer complaints following department policies and standards.
• Manage shift banking procedures accurately, ensuring transactions balance and funds are securely deposited as per company protocols.
• Support fellow customer service members during busy periods to maintain service quality.
• Perform welcoming duties for guests, including tour groups and schools when required.
• Provide accurate information on ongoing promotions crafted by the marketing department and ensure all related procedures are strictly followed.
• Promote, sell, and upsell services and products related to Dubai holding malls according to established processes.
• Manage value-added services like gift wrapping, stroller rentals, wheelchair loans, lost and found, and childcare, ensuring processes are correctly executed.
• Maintain accurate inventory control for services offered at the desk; report any discrepancies to supervisors immediately.
• Assist leadership in collecting and disseminating information about in-store activities such as sales and promotions.
• Collaborate with leadership to keep mall directories current and report any issues promptly.
• Monitor and reroute media inquiries to the relevant colleagues or departments efficiently.
• Report supplier shortages or equipment malfunctions immediately to supervisors.
• Help maintain cleanliness and order in shared mall spaces, signage, and restrooms to preserve the mall's premium appearance.
• Ensure all brochure displays are neat, fully stocked, and tidy at all times.
• Maintain a clean and tidy customer service desk consistently.

Additional Information

This is a permanent full-time position based in Dubai, United Arab Emirates. The salary offered is 6000 AED per month. The role requires onsite presence at the customer service desk for the entire shift duration. Candidates should be prepared to perform meet-and-greet duties and multiple customer service-related transactions using cashiering procedures.