Customer Service Assistant I Real Estate I DFC Mall

Al-Futtaim; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading real estate development group in Dubai is seeking customer service staff to enhance visitors' experiences. The role involves welcoming guests, addressing inquiries, and ensuring excellent service throughout the mall. Candidates should have strong communication skills, prior customer service experience, and a flexible work attitude. Fluency in English is essential, and knowledge of Arabic is advantageous.

Qualifications

• 2 years relevant customer service experience in a shopping center or hospitality background, preferably front-desk.
• Fluency in English; knowledge of Arabic or other languages is a plus.

Responsibilities

• Deliver exceptional customer service to all visitors, sensitive to cultural differences.
• Resolve customer complaints within delegated authority.
• Coordinate with other departments for customer-related issues.

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.

What you will do

• Customer Service: Deliver exceptional customer service to all visitors, with sensitivity to cultural differences and an understanding of diverse customer expectations.
• Site Knowledge: Develop an in-depth understanding of the retail centre to assist with any 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, 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 to provide management frontline data to understand public opinion, gauge visitor experience or inform business and marketing decisions.
• Emergency Aid and Response Team Member: Provide basic level first aid services and emergency assistance to the customer.

Job Context

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.

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 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

What equips you for the role

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

About Al-Futtaim Group Real Estate

The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years. Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us. AFGRE is responsible for master planning of all projects in its portfolio, including two large-scale mixed use destinations: Dubai Festival City and Cairo Festival City.