Customer Service Assistant - Mall Guest Services

AlFuttaim; Dubai; On-site; AED 50,000 - 72,000; Full time

Job summary

Al-Futtaim Real Estate is seeking a Customer Service Assistant to support visitor services at Dubai Festival Plaza in Dubai, United Arab Emirates. The role involves managing the mall customer service desk, assisting visitors with enquiries, providing information about stores and facilities, resolving complaints, and delivering professional concierge-style assistance.

The Customer Service Assistant will serve as a key point of contact for mall visitors, providing accurate information about

Qualifications

• 1-3 years of customer service experience in a shopping centre or hospitality environment.
• Fluent in English with strong customer-handling skills.
• Front-desk experience is preferred.

Responsibilities

• Manage enquiries at the mall customer service desk.
• Welcome visitors and provide professional, courteous assistance.
• Provide accurate information about mall facilities, stores and services.
• Resolve customer issues and complaints with professionalism.
• Coordinate with Security, Operations and Marketing as needed.
• Support lost and found, stroller/wheelchair requests, and gift card sales.
• Gather customer feedback and report observations to management.

Skills

Customer service

Communication

Front desk

Education

Bachelor's degree in any discipline

Job description

Job Snapshot

Customer Service Assistant - Mall Guest Services - Role: Customer Service Assistant - Mall Guest Services - Location: Dubai, United Arab Emirates - Industry: Real Estate - Function: Guest Services-Concierge - Experience: 1-3 years in shopping centre or hospitality customer service - Job Type: Full Time - Work Arrangement: On-site

Position Overview

Al-Futtaim Real Estate is seeking a Customer Service Assistant to support visitor services and customer experience at Dubai Festival Plaza in Dubai, United Arab Emirates. The role involves managing the mall customer service desk, assisting visitors with enquiries, providing information about stores and facilities, resolving complaints, and delivering professional concierge-style assistance. The Customer Service Assistant will serve as a key point of contact for mall visitors, providing accurate information about shopping centre services, store locations, operating hours, promotions, and events. Additional responsibilities include coordinating lost and found services, assisting with stroller and wheelchair requests, supporting gift card sales, collecting customer feedback, and working closely with Security, Operations, and Marketing teams. The position requires a graduate with 1-3 years of relevant customer service experience in a shopping centre or hospitality environment. Front-desk experience is preferred. Candidates must be fluent in English, demonstrate excellent customer-handling skills, and be available to work flexible hours, including weekends and public holidays.

Key Responsibilities Mall Customer Service

• - Manage customer enquiries at the shopping centre 's customer service desk.
• - Welcome visitors and provide professional, courteous assistance.
• - Maintain high customer service standards throughout daily operations.
• - Respond to enquiries while respecting cultural differences and varying customer expectations.
• - Provide accurate information about mall facilities, stores, and available services.
• - Assist customers with questions regarding store locations and operating hours.
• - Communicate information about current mall promotions and marketing events.
• - Maintain a friendly and approachable attitude when interacting with visitors and colleagues.
• - Follow established customer service guidelines and company policies.

Visitor Information and Mall Knowledge

• - Develop detailed knowledge of Dubai Festival Plaza and its facilities.
• - Maintain updated information about retail outlets and store locations.
• - Understand the services available to shopping centre visitors.
• - Provide clear directions to stores, facilities, and other areas within the mall.
• - Conduct daily mall walks during assigned shifts to identify relevant changes.
• - Stay informed about store updates, promotional activities, and operational developments.
• - Ensure information provided to customers is accurate and current.

Concierge and Visitor Assistance

• - Provide concierge-style assistance to mall visitors.
• - Help customers locate stores and access mall facilities.
• - Coordinate lost and found enquiries according to established procedures.
• - Assist visitors requesting stroller services.
• - Support customers requiring wheelchair assistance.
• - Coordinate relevant visitor service requests with responsible departments.
• - Maintain a welcoming environment that supports a positive shopping experience.
• - Provide appropriate assistance to visitors with different service needs.

Customer Complaints and Issue Resolution

• - Listen carefully to customer complaints and concerns.
• - Assess visitor issues and identify appropriate solutions.
• - Resolve complaints professionally and within delegated authority.
• - Refer matters requiring additional support to the relevant department or management team.
• - Coordinate with Security and Operations when resolving customer concerns.
• - Maintain a calm and courteous approach during challenging situations.
• - Support timely complaint resolution and customer satisfaction.
• - Communicate recurring issues to relevant stakeholders.

Mall Promotions and Gift Card Support

• - Assist customers with the purchase of mall gift cards.
• - Provide information about available mall promotions and events.
• - Support the Marketing Department during shopping centre activities.
• - Assist with on-ground coordination for promotional events.
• - Help distribute promotional coupons as directed.
• - Respond to customer enquiries about marketing campaigns.
• - Coordinate with relevant teams to support smooth event execution.
• - Maintain professional customer service standards during promotional activities.

Customer Feedback and Reporting

• - Collect customer feedback during daily operations.
• - Record visitor comments, suggestions, and concerns.
• - Identify recurring customer service issues.
• - Share relevant customer feedback with the appropriate team members.
• - Provide management with observations about visitor expectations and experiences.
• - Suggest practical service improvements based on customer feedback.
• - Support the collection of front-line information to help management understand public opinion.
• - Maintain accurate records of relevant customer interactions and feedback.

Internal Department Coordination

• - Coordinate daily activities with other Customer Service team members.
• - Support effective teamwork and communication within the department.
• - Work closely with Mall Security and Operations teams.
• - Communicate visitor concerns requiring operational attention.
• - Assist other departments with relevant front-line customer information.
• - Follow management instructions regarding internal communication.
• - Support smooth coordination during mall events and operational activities.
• - Maintain positive working relationships with colleagues across departments.

Emergency and Visitor Assistance

• - Provide basic first aid assistance to mall visitors when required.
• - Support customers requiring emergency assistance.
• - Coordinate with relevant mall departments during visitor emergencies.
• - Follow applicable company procedures when responding to emergency situations.
• - Maintain a calm and helpful approach when assisting affected visitors.

Service Standards and Professional Conduct

• - Maintain a professional appearance and welcoming attitude.
• - Demonstrate respect for visitors from different cultural backgrounds.
• - Follow customer service procedures and company HR policies.
• - Complete assigned responsibilities efficiently and accurately.
• - Remain punctual and reliable throughout scheduled shifts.
• - Maintain professional and trustworthy conduct when handling customer matters.
• - Contribute to a positive team environment.
• - Support the shopping centre 's reputation through consistent service quality.

Qualifications and Experience

Educational Requirements

• - Graduation with a degree in any discipline.

Professional Experience

• - 1-3 years of relevant customer service experience.
• - Experience in a shopping centre or hospitality environment.
• - Previous front-desk experience is preferred.
• - Familiarity with customer enquiries, complaint handling, and visitor assistance.
• - Understanding of customer service procedures and professional service standards.

Language Requirements

• - Fluency in English is required.
• - Arabic language skills are preferred.

Required Skills and Competencies

Customer Service Skills

• - Strong customer relations and visitor assistance skills.
• - Excellent interpersonal communication.
• - Ability to respond professionally to customer enquiries.
• - Effective complaint handling and problem-solving abilities.
• - Friendly, approachable, and customer-focused attitude.
• - Sensitivity to different cultures and customer expectations.
• - Ability to maintain positive interactions in challenging situations.

Administrative and Operational Skills

• - Basic knowledge of administration.
• - Basic understanding of sales activities.
• - Basic accounting knowledge.
• - Ability to maintain customer feedback records.
• - Good organizational and coordination skills.
• - Attention to detail when providing visitor information.
• - Ability to follow established operational procedures.
• - Effective communication with internal departments.

Professional Attributes

• - Honest and trustworthy.
• - Friendly and approachable.
• - Flexible and adaptable.
• - Efficient and proactive.
• - Punctual and reliable.
• - Positive and cheerful attitude.
• - Strong teamwork and cooperation.
• - Ability to handle customer concerns calmly.
• - Commitment to maintaining service quality.
• - Willingness to support colleagues and other mall departments.

Working Hours and Availability

• - Ability to work flexible schedules.
• - Availability to work weekends.
• - Willingness to work on official public holidays.
• - Ability to work outside regular office hours when required.

About the Work Environment

The Customer Service Assistant will work at Dubai Festival Plaza, supporting the shopping centre 's visitor experience and customer service operations. The role involves regular interaction with shoppers, retail outlets, internal departments, and mall management. Customer Service team members work closely with Security, Operations, and Marketing to address visitor requirements, coordinate services, and support shopping centre activities. The position requires a professional and adaptable approach to serving customers in a busy retail destination.

About Al-Futtaim Real Estate

Al-Futtaim Real Estate is part of Al-Futtaim Group and has more than six decades of experience in real estate development and asset management. The business plans, develops, and manages properties across the Middle East and North Africa, with a diversified portfolio covering residential, commercial, retail, and mixed-use developments. Its activities also extend to hospitality, healthcare, infrastructure, and education-related real estate. Major developments associated with Al-Futtaim Real Estate include Dubai Festival City and Cairo Festival City. The division is also responsible for Al-Futtaim Contracting, which provides construction, engineering, technology, and facilities management solutions across the UAE, Saudi Arabia, Qatar, and Egypt.

About Al-Futtaim Group

Established in the 1930s and headquartered in Dubai, Al-Futtaim is a diversified privately held regional business operating across more than 20 countries. The Group has business interests in automotive, financial services, real estate, retail, and healthcare. With more than 40,000 employees, Al-Futtaim represents over 200 internationally recognized brands, including Toyota, Lexus, IKEA, ACE, and Marks and Spencer. Al-Futtaim focuses on digital innovation, artificial intelligence, sustainable growth, and strategic partnerships while creating long-term value for customers, communities, and business partners.