Customer Service Assistant I Real Estate I DFC Mall

Al-Futtaim Automotive; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading retail group in Dubai is looking for a Customer Service Representative. The role requires delivering exceptional service, handling inquiries, and resolving complaints effectively. Candidates should have at least 2 years of experience in customer service and be fluent in English, with additional language skills preferred. The position demands a friendly and proactive approach in a high-paced environment.

Qualifications

• 2 years of relevant customer service experience in a shopping centre or hospitality.
• Fluent in English; Arabic or other languages preferred.

Responsibilities

• Deliver exceptional customer service to all visitors.
• Develop an in-depth understanding of the retail centre.
• Proactively resolve customer complaints/issues.
• Coordinate with other departments within the mall.
• Provide basic first aid and emergency assistance.

Skills

Customer Service Excellence

Verbal and written communication

Problem Solving and Complaint Handling

Team Collaboration

Education

Graduation in any degree

Job description

Overview

To provide exceptional front-line customer service that enhances the shopping experience for all visitors to the retail center. 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.

Responsibilities

• Customer Service: Deliver exceptional customer service to all visitors with sensitivity to cultural differences and diverse expectations.
• Site Knowledge: Develop an in-depth understanding of the retail centre to assist with customer queries.
• Mall Collaterals: Maintain adequate stock of mall collaterals.
• Resolution Of Problems: Proactively resolve customer complaints/issues within the delegated level of authority.
• Coordination: Coordinate with other departments within the mall regarding relevant issues.
• Sales: Provide Gift Card and Business Service Support.
• Management Support: Support inter-departments to provide frontline data for public opinion, visitor experience, and business/marketing decisions.
• Emergency Aid And Response Team: Provide basic first aid and emergency assistance to customers.

Job Context

This role delivers 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 staff handles visitor inquiries with a friendly, solution-oriented approach and adheres to Customer Service Guidelines and HR policies.

Required Skills To Be Successful

Job-Specific Skills

• Customer Service Excellence
• Verbal and written communication
• Problem Solving and Complaint Handling
• Willing to work on weekends, official holidays and outside standard 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 attitude and open to work

What Equips You For The Role

Minimum Qualifications and Knowledge

• Graduation in any degree
• Fluent in English; Arabic or other languages preferred

Minimum Experience

• 2 years of relevant customer service experience in a shopping centre or hospitality, preference for front-desk

About Al-Futtaim Group Real Estate

The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate manages a multi-billion-dollar portfolio across MENA, including high-quality residential, commercial, retail, tourism, educational, and healthcare developments. AFGRE handles origination, conception, development, sales, procurement, construction, leasing, operation, and management of projects, and has supported city development for more than 40 years. AFGR E focuses on master planning for projects in its portfolio, including Dubai Festival City and Cairo Festival City.