Majid Al Futtaim Properties is offering an exciting opportunity for customer centric, friendly and outgoing individuals to join our fast growing Customer Service team in Dubai as Customer Service Supervisor. The ideal candidate must have previous experience of supervising busy front desk/ reception in a 5 / 4 star hotel, should be able to multi-task effectively and must be able to work in a fast-paced environment.The position is responsible for the overall execution and delivery of Customer Service Program in (Mall of the Emirates,City Centre and Mirdif City Centre) ensuring all customers get excellent level of services. Your responsibilties as a Customer Service Supervisor will be including but not limited to the following:
1.Work closely with Customer Service Manager and assist in implementing a comprehensive Customer Service Program across assigned operating assets.
2.Assist the Customer Service Manager in developing, amending and updating the customer service manual as an when required and ensure that it is implemented on a timely basis across assigned operating assets.
3.Liaise with internal and external customers to identify areas for improvement and make recommendations for customer service level improvements.
4.Ensure that the Customer Service Team complies with the established policies and procedures for smooth day to day functioning of the Customer Service operations across assigned operating assets.
5.Responsible for Customer Service Team’s performance in achieving the set service deliveries, established Key Performance Indicators, Service Level Agreements and quality standards in order to maximize customer satisfaction and experience.
6.Supervise regular departmental training, ensuring that all training is accurately imparted and documented for tracking and audit purposes. This includes training to new recruits.
7.Represent the Customer Service Department internally as well as externally in absence of the Customer Service Manager and act as replacement for Customer Service Team Leader as a backup to ensure continuity of customer services.
8.Supervise and prepare work schedules for the Customer Service Team to ensure optimum coverage of the Customer Service Desk/booth and call centre. Manage and monitor completely the call centre and its performance.
9.Conduct departmental meetings on a regular basis and ensure that Team leaders are carried out.
19.Be the advocate and ambassador of aligning and cascading the MAFP values across SMBU East Region and ensure that relevant team adhered to and exhibit the same all the time.
20.Build the capability of staff reporting into by providing on time regular feedback including annual review on performance and identify areas of improvement / reinforcement for further development.