CUSTOMER SERVICE AGENT

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DP World is seeking a full-time onsite Customer Service Agent to run the CS Desk in the UAE. The role demands strong customer service, solid property and Dubai knowledge, and the ability to handle inquiries by phone and in person, log service requests, escalate as needed, and keep supervisors informed. You will process end-of-shift banking, assist busy colleagues, greet groups, promote promotions and upsell mall experiences, manage value-added services, maintain accurate inventory and related accounting, keep directories current, monitor media inquiries, and ensure the CS Desk and surrounding areas look pristine. To apply, emphasize measurable wins in customer satisfaction, complaint resolution, cash handling, upselling, and teamwork, and tailor your resume to DP World and Dubai mall operations.

Brief Description and Key Accountabilities:

• To ensure smooth and efficient operation at CS Desk, providing all customer efficient services and ensuring that their expectations are constantly met.
• To have a high level of product knowledge of the property and its facilities as well as the city of Dubai
• Handle general inquiries received at the CS desks from the stakeholders and customers
• To ensure that Customer Service Team Leader, Supervisor and Manager are updated and informed about all feedbacks received from customers at the CS Desks
• To answer Telephone calls at the CS Desks for any queries.
• Keep records of customer’s service’ service requests and complaints.
• Handle customer complaints in accordance with the department policies and procedures.
• Prepare shift banking at the close of each shift, whenever cashiering transactions have been made, ensuring that work is accurate, in balance and correctly recorded. Ensure all moneys are securely deposited at the end of each shift in accordance with the company polies and procedures.
• Assist fellow Customer Service staff whenever they are busy.
• To carry out meet and greet duties whenever is required by the center for tour related groups, schools etc.
• Responsible in providing accurate information to customers of any running promotions set by the marketing department and carrying our accurately its set process and procedures.
• To actively promote, sell and up sell Dubai holding malls and carry out related process and procedures.
• To carry out the necessary procedures for all value-added services such gift wrapping. Stroller rental, wheelchair loans, lost and found, childcare etc.
• Responsible for handling the services sold at the CS desk maintaining accurate inventory levels and strictly all related accounting procedures, report any discrepancies directly and immediately to the Customer Team Leader or Supervisor.
• Assist Customer Service Team Leader/Supervisor in the gathering and collection if in-store merchandise and activities such as sales, promotions to ensure all staff are aware of in-store activities.
• Work with Customer Service Team Leader to ensure all in-mall directories are up-to-date , reporting any discrepancies to the superiors.
• Monitor media enquiries and referring them to the appropriate Palm Jumeirah Malls colleague or Department.
• Report any supplier shortage, equipment that is faulty, etc. immediately to your immediate supervisor.
• Assist on monitoring the bathrooms and common areas of the mall, signage etc. to ensure that center always “looks its best” and report any problems or concerns immediately.
• Ensure all racks for brochures are kept nets, tidy and full always.
• Responsible of the tidiness and cleanness of the CS Desk all times.