Operations Coordinator

  • EMAAR
  • Dubai - United Arab Emirates
  • Apr 08, 2018
Full time Customer-Service Real-Estate Retail

Job Description

The Operations Coordinator will be supporting the Operations Department on various projects and assignments, as well as supporting the Customer Feedback team. 

The Operations Coordinator will have two support team members from Reception to help draft reports, collate feedback and to manage any overflow of calls or emails.  

The role will be 75% office based and 25% interaction on the floor (TDM).


PROJECT MANAGEMENT

  • Initiating and implementing mid-level projects for The Dubai Mall which fall inside the Operation Coordinators remit.  
  • Managing project completion reports for all projects with suppliers and vendors ensuring they meet The Dubai Mall’s satisfaction and high-level standards. 
  • Supporting the Operations department team with on-going projects including auditing / monitoring site visits and reports. 
  • Maintaining business relationships with internal key stake holders, existing suppliers, new suppliers and vendors, as well with Corporate Services Procurement team. 
  • Initiating new projects and services for The Dubai Mall and drafting business plans / proposals for Senior Managements review and approval.  
  • Managing and maintaining budgets for the said projects and services assigned to the Operations Coordinator. 
CUSTOMER SERVICE & CUSTOMER FEEDBACK 
  • Managing and maintaining The Dubai Mall customer feedback, both positive and negative, for all projects  and services assigned to the Operations Coordinator.  Such as, 
    • Delivery Service
    • Shoe Shine Service 
    • VIP Chauffeur Service 
  • Managing and maintaining online customer feedback portals for all proiects and services assigned to the Operations Coordinator, within the required SLA timeframes:
    • WeCare Application 
    • Salesforce-Service Cloud
    • ServiceNOW 
    • Microstrategy 
    • InitiativesNOW
    • Others
  • Communicating with customers directly on the telephone, by email and in person to address their daily concerns and source temporary solutions followed by permanent resolutions.  
  • Communicating with suppliers and vendors of the said services relaying customer’s feedback efficiently. 
  • Seeking resolutions for reoccurring issues, concerns and complaints received from customers and retailers with the support of department heads. 
  • Collating and analyzing customer feedback, positive and negative, and submitting periodical reports for Senior Managements review and direction. 
  • Carrying out internal audits in The Dubai Mall for new services, facilities, events, activations, features, entertainment etc. and implementing the necessary action. 
  Qualifications  

Qualification: 

  • Bachelor’s Degree in Finance / Management / Commerce or other related areas

 

Experience: 

  • Min 1 year of Project Management / Procurement / Operations experience

Skills: 

  • Excellent organizational and managing skills
  • Customer and result-oriented
  • Ability to work under pressure and stress without compromising the quality
  • Cooperative, creative and attentive to details
Primary Location: United Arab Emirates

Job: Customer Service 

Organization: Emaar Malls Group L.L.C

Schedule: Full-time

Shift: Day Job

Employee Status: Permanent