Customer Service Advisor - Retail Contact Center

Majid Al Futtaim; Dubai; On-site; AED 39,000 - 61,000; Full time

Job summary

Majid Al Futtaim is hiring a Customer Service Advisor for its Retail Contact Center in Dubai. The role supports customers across Majid Al Futtaim Lifestyle brands, handling requests efficiently in English and Arabic to sustain customer satisfaction and strong commercial performance.

The ideal candidate will have at least one year of customer-service experience, preferably in retail or contact-center operations, and a high school certificate.

Qualifications

• Ideal profile includes strong bilingual communication in English and Arabic.
• Minimum 1 year of customer-service experience in retail or contact-center operations.
• High school certificate required; reliability, teamwork and customer focus are essential.

Responsibilities

• Handle incoming customer questions, requests and service concerns.
• Confirm details of inquiries before providing information or taking action.
• Use approved systems to address customer needs and resolve issues.
• Process requests accurately within service timelines and keep records updated.
• Explain solutions and next steps clearly, escalate complex cases when needed.
• Maintain professional communication with store teams and external contacts.
• Report recurring issues to leadership to improve service quality.

Skills

English communication

Arabic communication

Call center experience

Retail service

Active listening

Customer follow-up

Complaint handling

Data confidentiality

Education

High school certificate

Tools

CRM systems

Job description

Customer Service Advisor - Retail Contact Center Job Snapshot

Role: Customer Service Advisor - Retail Contact Center

Location: Dubai, United Arab Emirates

Industry: Retail

Function: Call Center

Experience: Minimum 1 year

Job Type: Full-time

Position Overview The Customer Service Advisor - Retail Contact Center position in Dubai, United Arab Emirates is a Retail opportunity supporting customers across Majid Al Futtaim Lifestyle brands. The company is hiring an English and Arabic-speaking service professional to handle requests efficiently, resolve concerns and help maintain strong customer satisfaction and commercial performance.

Job Details Country: United Arab Emirates City: Dubai Industry: Retail Function: Call Center Salary: 3500-5500 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time

Role Context The Customer Service Advisor represents the business during important customer interactions and ensures that every request reaches an appropriate resolution path. The position also keeps supervisors and colleagues informed about recurring product, operational or service issues. Timely communication and accurate processing help protect customer confidence, repeat business and the overall reputation of the retail brands.

Key Responsibilities

• Handle incoming customer questions, requests and service concerns.
• Confirm the details of each inquiry before providing information or taking action.
• Use approved systems, policies and resolution options to address customer needs.
• Process requests accurately and within expected service timelines.
• Explain solutions, next steps and follow-up requirements in clear language.
• Escalate complex, sensitive or unresolved cases to the appropriate supervisor.
• Notify management about significant personnel, product or operational issues.
• Record relevant interaction details for continuity and future reference.
• Keep customers updated when resolution depends on another team.
• Share important service information with other contact-center associates.
• Communicate professionally with store teams, business units and external contacts.
• Recognize recurring customer concerns and report patterns to leadership.
• Support sales and customer retention by providing responsive, informed assistance.
• Follow customer‑information privacy and confidentiality procedures.
• Participate in team meetings, briefings and leadership sessions when requested.
• Apply coaching feedback to strengthen service quality and productivity.
• Support daily routines that help the contact center operate consistently.
• Exchange knowledge with colleagues to improve team performance.
• Maintain a respectful, safe and collaborative working environment.
• Balance efficiency with empathy during high-volume service periods.

Ideal Profile Candidates should hold a high school certificate and have at least one year of customer‑service experience. A background in retail, sales or contact‑center operations is preferred. Professional communication in both English and Arabic is required. The ideal applicant listens carefully, remains composed during difficult conversations and follows issues through to completion. Reliability, teamwork and a genuine interest in helping customers are important for success.

Skills Set

• English and Arabic customer communication
• Contact‑center customer support
• Retail service operations
• Customer request processing
• Complaint handling
• Active listening
• First‑contact resolution
• Case documentation
• Issue escalation
• Customer follow‑up
• Product and service communication
• Internal team coordination
• Sales‑support awareness
• Customer retention
• Data confidentiality
• Conflict de‑escalation
• Workload prioritization
• Team‑meeting participation
• Coaching feedback application
• Service‑quality improvement

Why Join Us

This position offers experience supporting customers within a diversified regional Retail group and exposure to recognized lifestyle brands. It provides a practical career path toward senior customer care, quality monitoring, training or contact‑center supervision. Employees will work with a culturally diverse team in an environment where dependable service contributes directly to customer loyalty and business growth.

About the Company

Majid Al Futtaim operates shopping malls, retail businesses, communities and entertainment destinations across the Middle East, North Africa and Central Asia. Its portfolio includes Carrefour, Mall of the Emirates, City Centre destinations and VOX Cinemas, along with international fashion and lifestyle brands. Majid Al Futtaim Lifestyle supports customers through stores, digital channels and dedicated service operations.