Operations Associate

About the Client:

Hafla provides end-to-end event solutions powered by proprietary data and algorithms and executed by partners vetted for quality. With the largest selection of equipment, venues, services and catering options, and led by a group of passionate event experts, Hafla is transforming how events are conceptualized and booked.

As the only digital one-stop shop for event services, Hafla brings together the largest inventory for venues, furniture rentals, tents and marquees setups, custom-built installations, audio-visual equipment, bouncy castles, inflatable games, crowd control equipment, kids birthday packages, balloon decoration, and entertainment options. We can hook the event up with live musicians, magicians, face painters, game hosts, talent shows, catering and anything else you may think of.

Role Overview:

As part of our operations team, you will handle customer escalations and ensure swift, effective resolution of issues. You'll interact with customers via phone, coordinate with vendors, and manage tasks like scheduling, order verification, and CRM updates.

Your role is crucial to customer satisfaction and smooth event operations.

Key Responsibilities:

Escalation Handling: Handle customer escalations promptly by understanding concerns, providing solutions, and ensuring proper documentation for smooth follow-up.

Vendor Coordination: Work closely with vendors to resolve service or supply issues, maintain clear communication, and build strong relationships for seamless operations.

Customer Interaction: Be the first point of contact for customers, deliver exceptional service, and gather feedback to continuously improve the overall experience.

Scheduling & Coordination: Assist in event scheduling, vendor alignment, and ensure calendars are maintained with accuracy for flawless execution.

Data Management: Maintain accurate records of orders, escalations, and vendor communications while updating CRM systems and generating key reports.

Qualifications:

Bachelor's degree in Business, Hospitality, Event Management, or related field with 14 years of experience.

Strong communication and interpersonal skills; fluent in English & Hindi. (Arabic a plus)

Experience in customer service or operations with strong problem-solving ability and attention to detail.

Ability to multitask in a fast-paced environment and proficiency in CRM/operational tools.

Knowledge of the UAE market with solid negotiation and conflict resolution skills.