Senior Associate, Customer Service

JOB TITLE
Senior Associate, Customer Service | MAF Properties | West Region
ROLE SUMMARY
The Customer Service Senior Associate is responsible for managing day-to-day operations and ensuring the delivery of exceptional customer experience. This includes performance management, people management, operational management and compliance of the customer service team. while maintaining operational compliance and driving service improvements.
ROLE PROFILE

• Support the Customer Service Manager in developing, updating, and implementing customer service processes and procedures across operating assets.
• Manage and maintain accurate mall product knowledge and customer information across all customer touchpoints and communication channels.
• Lead, coach, and develop the Customer Service team through performance management, training, onboarding, and regular feedback sessions.
• Monitor team performance, analyze operational metrics, and provide insights and recommendations to improve service quality.
• Ensure compliance with customer service policies, SLAs, KPIs, quality standards, and timely resolution of customer complaints through the CRM system.
• Manage team scheduling, uphold grooming and service standards, and ensure optimal coverage of customer service operations.
• Collaborate with internal stakeholders, tenants, and marketing teams to support promotions, events, and deliver a seamless customer experience.
• Oversee customer experience initiatives, including NPS and SHARE programs, gift card operations, budgeting, financial controls, and compliance with company policies and values.

REQUIREMENTS

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Minimum 5+ years of customer service experience, preferably within shopping malls, airlines, or luxury hospitality environments.
• Experience working in GCC markets or international customer service operations.
• Proven people management experience, leading teams of at least 5 employees.
• Strong background in customer service operations and team supervision.
• For internal MAF candidates, a minimum of 2 years with MAF, including at least 1 year in the current role.

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.