Customer Service Assistant I Real Estate I DFC Mall

Robinson & Co (Singapore) Pte Ltd; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A prominent real estate development firm in Dubai is seeking a Customer Service representative to enhance the shopping experience at Dubai Festival City Mall. The ideal candidate will deliver exceptional service, handle inquiries, and ensure customer satisfaction, requiring at least 2 years of customer service experience. Fluency in English is mandatory, and knowledge of Arabic is a plus. This role embraces cultural sensitivity and a positive attitude.

Qualifications

• Fluent in English; Arabic or another language would be advantageous.
• 2 years of relevant customer service experience in a shopping centre or hospitality background; front-desk experience preferred.

Responsibilities

• Deliver exceptional customer service to all visitors.
• Develop an in-depth understanding of the retail centre.
• Proactively resolve customer complaints within authority.

Skills

Verbal and written communication

Problem Solving and Complaint Handling

Willing to work on weekends, official holidays and outside working hours

POS & Gift Card Handling

Friendly, approachable, honest and trustworthy

Adaptation and Flexibility

Emotional Resilience

Cultural Sensitivity

Proactive, punctual and reliable

Positive, cheerful mentality and open to work attitude

Education

Graduation in any degree

Job description

Overview of the role

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

• Deliver exceptional customer service to all visitors, with sensitivity to cultural differences and an understanding of diverse customer expectations.


• Develop an in-depth understanding of the retail centre to assist with any customer queries.


• Maintain adequate stock of mall collaterals.


• Proactively resolve customer complaints/issues within the delegated level of authority.


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


• Provide Gift Card and Business Service Support.


• Provide management front-line data to understand public opinion, gauge visitor experience or support business and marketing decisions.


• Emergency Aid and Response Team Member: Provide basic level first aid services and emergency assistance to customers.

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

Job-Specific Skills

• 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


• 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; Arabic or another language would be advantageous


• 2 years of relevant customer service experience in a shopping centre or hospitality background; front-desk experience preferred

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.