Customer Service Coordinator - Mall Desk

Majid Al Futtaim; Dubai; On-site; AED 78,120 - 111,600; Full time

Job summary

Majid Al Futtaim is seeking a Customer Service Coordinator for the Mall Desk in Dubai. This role is crucial in delivering a high-quality visitor experience by assisting customers, managing complaints, and facilitating mall services. Applicants should possess strong communication skills and ideally have at least 2 years of relevant experience.

The successful candidate will maintain operational standards and support the execution of various customer-focused programs. A full-time position with a salary ranging from 7,000 to 10,000 AED per month awaits.

Qualifications

• Minimum 2 years of customer service experience in a reputed shopping centre, luxury hotel, or similar environment.
• GCC or international customer service experience is an advantage.
• Strong communication skills with the ability to provide clear directions and information to customers.

Responsibilities

• Support the operation of the Customer Service Information Desk.
• Assist customers by providing directions and store guidance.
• Handle customer complaints and escalate unresolved issues.

Skills

Customer service

Mall information desk

Complaint handling

Visitor assistance

Mall directions

Store location guidance

Promotional event information

Phone query handling

Face‑to‑face customer support

Gift card program support

Payment handling procedures

Service level agreement follow‑up

Customer experience

Shopping centre operations

Front desk coordination

Retail tenant coordination

Hospitality service standards

Customer feedback handling

Professional communication

Service recovery

Issue escalation

Mall amenities knowledge

Facilities information

Customer service documentation

Education

High school diploma or equivalent

Job description

Overview

Customer Service Coordinator - Mall Desk is a customer‑facing Commercial Real Estate opportunity for an Emirati service professional who can support the daily operation of a mall information desk and deliver a smooth visitor experience. The role focuses on customer assistance, mall information support, complaint handling, promotional event guidance, gift card program execution, and high‑standard service delivery within a busy shopping centre environment.

Job Details: Country: United Arab Emirates; City: Dubai; Industry: Commercial Real Estate; Function: Customer Support‑Client Care; Salary: 7,000‑10,000 AED per month; Gender: Any; Nationality: Emirati; Job Type: Full‑time.

Responsibilities

• Support the day‑to‑day operation of the Customer Service Information Desk in line with approved processes, service standards, and supervisor guidance.
• Maintain updated knowledge of mall services, amenities, facilities, store locations, mall layout, customer touchpoints, and current or upcoming promotional activities.
• Assist customers at the information desk by providing directions, store guidance, event details, and helpful responses to general queries.
• Respond to customer questions professionally through face‑to‑face interaction and phone communication.
• Handle customer complaints with courtesy, patience, and professionalism while following established customer service policies and agreed service level requirements.
• Escalate unresolved or sensitive issues to the supervisor or team leader when required, ensuring clear communication and proper follow‑up.
• Support the execution of the Gift Card program within the assigned mall and follow required steps for customer assistance and transaction handling.
• Ensure all payment handling related to customer service activities is completed according to prescribed policies, controls, and procedures.
• Help maintain a clean, organized, and customer‑ready information desk that reflects high service standards.
• Coordinate with mall teams, security, housekeeping, retailers, and other support functions to resolve customer requests and operational issues.
• Share accurate information about ongoing mall campaigns, promotions, events, services, and customer experience initiatives.
• Follow customer service guidelines to create an effortless, memorable, and positive experience for shoppers and visitors.
• Record customer feedback, complaints, and service observations where required to support continuous improvement.
• Represent the mall with a professional attitude, strong communication, and a helpful approach during all customer interactions.

Ideal Profile

• High school diploma or equivalent.
• Minimum 2 years of customer service experience in a reputed shopping centre, luxury hotel, hospitality environment, or similar customer‑facing setting.
• GCC or international customer service experience is an advantage.
• Strong communication skills with the ability to provide clear directions and information to customers.
• Professional, polite, and patient approach when handling complaints, questions, and customer requests.
• Good knowledge of customer service standards, information desk operations, and front‑line service etiquette.
• Ability to learn mall layouts, store locations, facilities, services, promotions, and customer procedures quickly.
• Comfortable answering customer queries in person and over the phone.
• Strong attention to detail when handling gift card processes, payment procedures, and service documentation.
• Ability to work under supervisor and team leader guidance while managing daily service desk responsibilities.
• Positive attitude with the confidence to interact with shoppers, retailers, internal teams, and visitors from different backgrounds.
• Reliable, well‑presented, and committed to delivering a high‑quality mall customer experience.

Required Skills

• Customer service
• Mall information desk
• Complaint handling
• Visitor assistance
• Mall directions
• Store location guidance
• Promotional event information
• Phone query handling
• Face‑to‑face customer support
• Gift card program support
• Payment handling procedures
• Service level agreement follow‑up
• Customer experience
• Shopping centre operations
• Front desk coordination
• Retail tenant coordination
• Hospitality service standards
• Customer feedback handling
• Professional communication
• Service recovery
• Issue escalation
• Mall amenities knowledge
• Facilities information
• Customer service documentation

About the Company

Majid Al Futtaim is a leading regional group known for shopping malls, retail, communities, entertainment, leisure, and customer‑focused destinations across the Middle East, North Africa, and Central Asia. Its asset management business supports high‑quality mall operations, customer experience programs, and service excellence across well‑known shopping centres. In Dubai, the company continues to focus on creating welcoming destinations where visitors, retailers, and communities enjoy reliable and memorable experiences.