Customer Service Assistant | Real Estate | Asset Management

Job Requisition ID: 171007

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

To provide exceptional front-line customer service that enhances the shopping experience for all visitors to the retail centre. The role involves welcoming guests, addressing inquiries and concerns, offering accurate information about the mall’s services, stores, and promotions, and ensuring that all customer interactions reflect the mall's commitment to service excellence. The customer service staff also supports daily operations by coordinating with internal teams and tenants, contributing to a safe, friendly, and customer-focused environment.

This role is responsible for delivering a high standard of customer service in a professional, courteous, and efficient manner, reflecting the company's commitment to excellence within the shopping centre industry. As the face of Dubai Festival City Mall, the Customer Service staff will handle all visitor inquiries and assistance with a friendly and solution-oriented approach. The role requires strict adherence to the Customer Service Guidelines and full compliance with all HR policies and procedures

What you will do:

Customer Service:

• Responsible for delivering exceptional customer service to all visitors, with sensitivity to cultural differences and an understanding of diverse customer expectations
  
  

Site Knowledge:

• Responsible for developing an in depth understanding of the retail centre to assist to any customer queries.
  
  

Mall Collaterals:

• Responsible for maintaining adequate stock of mall collaterals.
  
  

Resolution of Problem:

• Responsible for proactively resolving customer complaints/ issues within the delegated level of authority
  
  

Coordination:

• Coordinate with other departments within the mall, with respect to any issues relevant to these areas.
  
  

Sales:

• Provide Gift Card and Business Service Support
  
  

Management Support:

• Provide support to the inter-departments at DFCM so as to provide management front line data to understand public opinion, gauge visitor experience or make business and marketing decisions.
  
  

Emergency Aid and Response Team Member:

• Provide basic level first aid services and emergency assistance to the customer.
  
  

Required skills to be successful:

Minimum Qualifications and Knowledge:

• Graduation in any degree.
• Fluent in English, preferably in Arabic or any other language would be an advantage.
  
  

Minimum Experience:

• 2 years’ relevant customer service experience in a shopping Centre or hospitality background preference for front-desk.
  
  

What Equips you for the role:

Job-Specific Skills:

• Customer Service Excellence
• Verbal and written communication
• Problem Solving and Complaint Handling
• Willing to work on weekends, official holidays and outside the official working hours.
• POS & Gift Card Handling
• Team Collaboration
  
  

Behavioural Competencies:

• Friendly, approachable, honest and trustworthy.
• Adaptation and Flexibility
• Emotional Resilience
• Cultural Sensitivity
• Proactive, punctual and reliable.
• Positive, cheerful mentality and open to work attitude
  
  

About Al-Futtaim Malls

Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers.

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar and Zenata Mall, Morocco.

Leveraging on the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practice and deploying Al-Futtaim Mall’s deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

For more information on Al-Futtaim Malls, please visit https://www.al-futtaimmalls.com/