Contact Hub Officer- Majid Al Futtaim

Majid Al Futtaim jobs

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  • To ensure smooth and efficient operations at the Contact Centre by providing all Customers with bespoke quality services and ensuring that their expectations are constantly met.
  • To have a high level of product knowledge of the all shopping malls properties and facilities as well as the cities of all assets.
  • To handle all inquiries received through calls, emails and NPS to the Contact Centre, from internal and external Customers.
  • To ensure that the Contact Centre Team leader and Supervisor are updated and informed about all feedback received from Customers at the Contact Centre.
  • To capture and log all customers’ requests and complaints in the system. Ensure to highlight urgent or sensitive complaints to the Contact Centre Team Leader and Supervisor.
  • Handle Customer complaints according to the department’s processes and SOPs.
  • Assist fellow Contact Centre Officers, whenever required.
  • Conduct NPS call backs to probe and obtain further details about the Customers’ feedback.
  • To log all details of NPS call backs in the system, add additional comments and classification if applicable.
  • To validate and approve Customers’ receipts when participating in Marketing campaigns through self redemption tools.
  • To handle incoming queries related to in-mall Hands-Free, including general enquiries, live package tracking and complaints.
  • To provide accurate information to Customers related to running promotions set by the Marketing department and ensure execution as per the set SOP.


  • Ensure media enquiries are acknowledged and referred to the appropriate MAFP colleague or department.
  • Report any shortage or faults (e.g. supplies shortage, faulty equipment, etc..) immediately to your Contact Centre Team Leaders/Supervisor
  • Assist in monitoring all Contact Centre systems and report any problems or concerns immediately to the Customer Service Team Leader/Supervisor.
  • Whenever delegated and in the absence of the Contact Centre Team Leader and Supervisor, to carry out Shift Leader duties by supervising the daily workload of the team and
  • allocating tasks to the team members, organizing the break schedule of the Contact Centre Officers during their shifts, ensuringthat adequate coverage is maintained in order
  • to optimize service provision and administrative support across the hours of operations, and ensure proper handover of all pending tasks to the Shift Leader of the following shift.
  • Ensure Contact Centre metrics and targets are achieved.



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