Call Center Agent

Job Overview

This role is dedicated to ensuring a smooth and efficient operation of the customer service desk by delivering outstanding customer service and consistently meeting customers' expectations. You will follow bespoke procedures to manage the overall customer service program and provide excellent support to all customers.

Key Responsibilities

• Oversee smooth functioning of the Customer Service Desk by offering high-quality service.
• Maintain thorough knowledge about the property, its amenities, and key Dubai attractions.
• Respond promptly to general inquiries from customers and stakeholders physically and over the phone.
• Keep supervisors and managers informed regarding customer feedback and any service-related issues.
• Document customer service requests, inquiries, and complaints accurately.
• Handle customer complaints in line with company policies and procedures.
• Prepare and balance cash transactions for shifts, ensuring secure deposit of funds per company guidelines.
• Assist team members during peak times to maintain seamless service delivery.
• Conduct meet-and-greet duties for tour groups, school visits, and other organized events when needed.
• Inform customers accurately about ongoing promotions and ensure compliance with related procedures.
• Promote, sell, and upsell mall products and services following established sales processes.
• Manage value-added services including gift wrapping, stroller and wheelchair rentals, lost and found, childcare services, and other customer assistance.
• Maintain precise inventory records for services and products sold, reporting any discrepancies promptly.
• Support the collection and updating of information on in-store promotions, events, and activities.
• Ensure mall directories are current and report any discrepancies to supervisors promptly.
• Route media inquiries to the correct Palm Jumeirah Malls department or representative.
• Notify supervisors immediately regarding equipment malfunctions, supplier shortages, or operational issues.
• Monitor and report on the condition of common areas, restrooms, signage, and maintain cleanliness standards of public facilities.
• Keep brochure racks organized, clean, and well-stocked at all times.
• Maintain a clean, well-organized, and professional Customer Service Desk appearance continuously.