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Operations Coordinator - (18000006)
Category
:
Customer Services/ Call Centre
Skill Set
:
communication,convincing skills,customer retention,customer satisfaction
Company Name
:
Emaar
Career Level
:
Mid - Level
Employment Type
:
Full Time
Min Work Experience
:
0 - 1 Year
Min Educational Level
:
Bachelors Degree
Monthly Salary
:
Unspecified
Benefits
:
As per UAE Labor Law
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
InitiativesNOWOthers
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
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
InitiativesNOWOthers
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
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