موظف خدمة عملاء Assistant Customer Service Manager بنظام الشفتات في أبوظبي

وصف الوظيفة

Position Summary: The Assistant Customer Service Manager will support the Customer Service Manager in delivering an exceptional, consistent and memorable guest experience across Al Qana, ensuring that visitors receive professional, efficient and welcoming service throughout their journey. The role will oversee day-to-day customer service operations, supervise the customer service team, manage guest feedback and complaints, coordinate with tenants, attractions, security, parking, facilities and other operational teams, and proactively identify opportunities to enhance the overall visitor experience. The successful candidate should be a hands-on customer experience professional with strong leadership, communication and problem-solving skills and experience working in a high-volume, premium hospitality, retail, mall, leisure, tourism or entertainment environment.

المهام والمسؤوليات

• Customer Experience – Support the delivery of high standards of customer service across Al Qana. Ensure guests receive professional, welcoming and accurate assistance.
• Team Leadership – Supervise and support the Customer Service team in daily operations.
• Complaints & Service Recovery – Manage escalated customer complaints professionally and efficiently. Coordinate with relevant departments and tenants to resolve guest issues.
• Tenant & Department Coordination – Work closely with tenants, restaurants, attractions and service providers on customer-related matters. Coordinate with Security, Facilities, Parking, Events, Marketing and Operations teams.
• Guest Services – Ensure accurate assistance regarding attractions, dining, retail, events, parking and destination facilities.
• Reporting & Operations – Prepare daily, weekly and monthly customer service reports. Monitor customer satisfaction, complaints, resolution times and service performance.

المتطلبات

• Bachelor's degree or diploma in Hospitality, Tourism, Business Administration, Customer Experience, Retail Management or a related field is preferred.
• 5–7 years of experience in customer service, guest relations, hospitality, retail, tourism, leisure, entertainment or a similar environment.
• 3 + years in a supervisory or team-lead role.
• Experience in a mall, destination, hospitality, entertainment or leisure environment is an advantage.
• Strong customer-service and complaint-resolution abilities.
• Leadership and team-management skills.
• Strong stakeholder-management and coordination skills.
• Ability to work flexible shifts, weekends and public holidays.

تعليمات التقديم

التعليقات

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