Call Center Officer

BUSINESS INTRODUCTION

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.

JOB TITLE

Call Center Officer | MAF Entertainment | Operations

ROLE SUMMARY

Handling the call center calls and enquiries for Majid Al Futtaim Leisure & Entertainment Units, at Ski Dubai in a professional manner.

ROLE PROFILE

• Deliver exceptional customer service and ensure a positive guest experience across all touchpoints.
• Sell Ski Dubai tickets and services while applying effective upselling and cross-selling strategies to maximize revenue.
• Handle inbound/outbound calls, guest queries, complaints, bookings, cancellations, refunds, and payment processing professionally.
• Maintain up-to-date knowledge of Ski Dubai products, promotions, policies, safety guidelines, and operational hours.
• Operate ticketing, call center, and booking systems accurately, including proper call logging and record keeping.
• Coordinate closely with internal departments (Admissions, Retail, Snow Park, Slope, Ski Academy, etc.) to resolve guest needs seamlessly.
• Follow SOPs, brand standards, grooming guidelines, and workplace cleanliness while performing cash handling and self-audits.
• Meet call center KPIs through efficient call handling, reporting, trend analysis, and continuous service improvement.

REQUIREMENTS

• Fluent in English & Arabic with excellent communication, customer service, and selling skills.
• Minimum education requirement: High school diploma; passion for delivering outstanding customer service.
• Strong organizational, planning, and problem-solving abilities; able to work under pressure.
• Proficient in MS Office and call center systems.
• Experience preferred in call centers, customer service, or hospitality; minimum one year in a similar role.
• Ability to work in shifts, including weekends and public holidays.

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.