Job Summary:
We are looking for a highly motivated and experienced Senior Customer Service to lead our Customer Service operations at Iraq Mall. This role is essential in creating a welcoming and responsive atmosphere for all mall visitors and ensuring the delivery of a world-class customer experience.
The selected candidate will be responsible for managing the customer service team across the mall, setting service standards, handling escalations, and ensuring that every customer interaction reflects
Key of responsibility:
Team Leadership & Management
- Supervise and guide the in-mall Customer Service team.
- Train, mentor, and motivate team members to maintain high levels of customer satisfaction.
- Schedule shifts and ensure proper coverage throughout the mall’s operating hours.
Customer Experience
- Ensure that every customer receives exceptional support, assistance, and information during their visit.
- Handle complex inquiries and resolve escalated complaints efficiently and professionally.
- Oversee customer touchpoints, including information desks, lost and found, wheelchair support, and general guidance.
Service Quality & Standards
- Set and maintain high customer service standards in line with mall branding.
- Monitor daily interactions and provide regular feedback to the team to improve performance.
- Develop processes and procedures that enhance customer service efficiency.
Coordination & Collaboration
- Coordinate with security, cleaning, operations, and tenant relations teams to resolve customer issues smoothly.
- Liaise with marketing for events and promotions to ensure proper customer service representation.
Reporting & Improvement
- Prepare periodic reports on customer feedback, complaints, and team performance.
- Suggest improvements and innovations to elevate the overall shopping experience.
Qualifications & Experience:
- Minimum of 3-4 years’ experience in customer service, preferably in shopping malls, hospitality, or retail environments.
- Proven experience in team leadership and frontline customer engagement.
- Excellent communication skills in Arabic and English (both written and spoken).
- Strong problem-solving skills and the ability to work under pressure.
- Positive attitude, attention to detail, and customer-first mindset.