Customer Service Specialist
Department: Operations
Reports To: Marketing Manager
Location: PlayerOne Branches & Office
Employment Type: Full-Time
Job Purpose
The Customer Service Representative is responsible for delivering a welcoming, friendly, and professional experience to all PlayerOne customers. The role focuses on assisting guests, answering inquiries, resolving customer concerns, supporting smooth branch operations, and ensuring that every visitor enjoys a positive PlayerOne experience.
Key Responsibilities
- Training Staff on welcoming customers in a friendly and professional manner, assisting and guiding them.
- Handle customer complaints and concerns professionally and escalate issues to the supervisor or manager when necessary.
- Support customers experiencing difficulties with games, cards, or machines and coordinate with the technical team when required.
- Ensure customer issues are followed up until properly resolved.
- Maintain a positive, energetic, and customer-focused attitude throughout the shift.
- Monitor the customer experience on the floor and proactively help.
- Support birthday parties, events, group visits, and special activities when required.
- Maintain awareness of current promotions, packages, prices, and branch policies.
- Follow PlayerOne procedures regarding customer service, safety, cash/card handling, and incident reporting.
- Maintain cleanliness and organization of the customer service area and surrounding spaces.
- Report on customer feedback, recurring complaints, incidents, or operational issues to management.
- Monthly, Quarterly and Annual Reports on Customer service to Management Team.
Qualifications & Experience
- Bachelor’s degree in business administration, Marketing, Hospitality, or a related field is preferred.
- Previous experience in customer service, hospitality, retail, entertainment, or F&B is preferred.
- Good communication skills in Arabic and English; French is an advantage.
- Comfortable dealing with children, families, teenagers, and different customer profiles.
- Basic computer and POS/system knowledge is an advantage.
Core Competencies
Customer orientation, communication, patience, problem-solving, teamwork, professionalism, adaptability, attention to detail, positive attitude, conflict handling, and ability to work under pressure.
Working Conditions
The position requires standing and moving around the branch for extended periods. Employees must be flexible to work shifts, weekends, public holidays, evenings, and peak operating periods according to PlayerOne's operational schedule.
