Customer Service Executive - Mall Information Desk

Majid Al Futtaim; Dubai; On-site; AED 50,000 - 78,000; Full time

Job summary

Majid Al Futtaim is seeking a Customer Service Executive for the Mall Information Desk in Dubai. The role focuses on visitor assistance, mall information, gift card services, and daily desk operations across a busy retail destination.

The candidate should have at least 1 year of customer service experience in a high-volume environment and strong knowledge of mall operations, with a keen ability to maintain service standards and deliver a positive guest experience.

Qualifications

• High school diploma or equivalent required.
• At least 1 year of customer service experience in a high-volume environment.
• Experience at information desk, reception, or concierge is valuable.

Responsibilities

• Maintain knowledge of mall stores, services, facilities, and directions.
• Respond to enquiries in person and by phone with courtesy and efficiency.
• Handle complaints per approved service guidelines and coordinate follow-up.

Skills

Mall customer service

Information desk ops

Visitor assistance

Mall directory knowledge

Store location guidance

Telephone enquiries

Complaint resolution

Gift card processing

Payment handling

Cash transactions

Customer service reporting

Multitasking

Cultural awareness

Education

High school diploma or equivalent

Job description

Job Snapshot

• Role: Customer Service Executive - Mall Information Desk
• Location: Dubai, United Arab Emirates
• Industry: Commercial Real Estate
• Function: Customer Support-Client Care
• Experience: Minimum 1 year
• Job Type: Full-time

Position Overview

Customer Service Executive - Mall Information Desk in Dubai, United Arab Emirates is a customer-facing Commercial Real Estate opportunity focused on visitor assistance, complaint resolution, mall information, gift card services, and daily information desk operations. Majid Al Futtaim is hiring a courteous and knowledgeable service professional who can support shoppers efficiently, maintain service standards, and create a positive experience throughout every customer interaction.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Commercial Real Estate
• Function: Customer Support-Client Care
• Salary: 4500-7000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
• Gender: Any
• Candidate Nationality: Any
• Job Type: Full-time

Role Context

The Customer Service Executive serves as a central source of information and support for visitors within an assigned Majid Al Futtaim mall. The role combines face-to-face assistance, telephone enquiries, complaint handling, promotional guidance, payment processing, and operational coordination. Reliable service at the information desk helps visitors navigate the destination confidently, access available services, resolve concerns quickly, and leave with a positive impression of the mall.

Key Responsibilities

• Maintain current knowledge of mall stores, services, facilities, amenities, entrances, parking areas, and customer support locations.
• Stay informed about temporary closures, new openings, relocations, operational updates, and changes to the mall layout.
• Understand current and upcoming promotions, exhibitions, events, campaigns, and family activities.
• Operate the Customer Service Information Desk according to established procedures and daily instructions.
• Welcome shoppers and respond to enquiries with a courteous, patient, and professional manner.
• Provide clear directions to stores, restaurants, entertainment venues, services, and mall facilities.
• Answer customer questions in person and by telephone accurately and without unnecessary delay.
• Explain available mall services such as gift cards, accessibility support, lost property procedures, and promotional activities.
• Handle complaints calmly and determine the most appropriate action based on approved customer service guidelines.
• Record customer concerns accurately and coordinate follow-up with the responsible mall department.
• Resolve routine complaints within the agreed service level and escape complex cases when management approval is required.
• Maintain professional communication with customers throughout the complaint-resolution process.
• Support the mall gift card programme and explain purchase, activation, balance, validity, and usage procedures.
• Process gift card payments accurately and follow prescribed cash, card, and transaction controls.
• Maintain complete records for gift card sales, receipts, reconciliations, and supporting documentation.
• Protect customer payment information and comply with financial handling procedures.
• Report transaction discrepancies or system concerns promptly to the supervisor.
• Support customers requiring assistance with mobility, family services, directions, or other mall-specific needs.
• Coordinate with Security, Housekeeping, Parking, Operations, Marketing, and tenant teams when customer requests require additional support.
• Communicate urgent safety, maintenance, or operational concerns immediately to the appropriate department.
• Maintain an organized, clean, and fully supplied information desk throughout the shift.
• Check that brochures, directories, promotional material, and customer forms remain available and current.
• Record daily enquiries, complaints, requests, and service activity for operational reporting.
• Follow assigned schedules, handover procedures, attendance requirements, and service standards.
• Share pending requests, unresolved complaints, and important mall updates with the incoming shift.
• C comply with customer service policies, operating procedures, privacy requirements, and workplace standards.
• Represent Majid Al Futtaim professionally through appropriate grooming, communication, and conduct.

Ideal Profile

The successful candidate will hold a high school diploma or an equivalent qualification. Applicants should have at least one year of customer service experience within a reputable shopping centre, luxury hotel, hospitality business, retail destination, or another high-volume customer-facing environment. The preferred candidate will communicate clearly, remain patient during difficult interactions, and handle complaints without losing professionalism. Practical experience working at an information desk, reception counter, guest services point, or concierge area will be valuable. The role requires strong knowledge retention, accurate payment handling, good organization, and the ability to manage several enquiries during busy periods. Candidates should also be comfortable coordinating with operational departments and serving customers from diverse cultural backgrounds.

Skills Set

• Shopping mall customer service
• Information desk operations
• Visitor assistance
• Mall directory knowledge
• Store location guidance
• Telephone enquiry handling
• Complaint resolution
• Service level compliance
• Gift card processing
• Payment handling
• Cash and card transactions
• Transaction reconciliation
• Customer enquiry records
• Promotional event information
• Mall facilities knowledge
• Guest services
• Customer communication
• Service recovery
• Issue escalation
• Lost property guidance
• Accessibility assistance
• Security coordination
• Operations coordination
• Tenant communication
• Shift handover
• Customer service reporting
• Professional grooming
• Multitasking
• Problem-solving
• Cultural awareness

Why Join Us

This position offers the opportunity to build customer service experience within one of Dubai's established shopping and lifestyle destinations. The role provides daily exposure to mall operations, diverse visitors, promotional activities, gift card services, complaint management, and cross-department coordination. Customer service professionals who demonstrate reliability, strong destination knowledge, and effective complaint handling can progress toward senior guest services, team leadership, customer experience, mall operations, or service quality roles. Majid Al Futtaim provides a stable regional environment where employees can develop practical skills and contribute directly to memorable customer experiences.

About the Company

Majid Al Futtaim is a regional business that develops and operates shopping malls, retail businesses, leisure attractions, entertainment venues, and lifestyle destinations. The organization serves millions of customers across multiple markets and focuses on creating welcoming spaces, dependable services, and memorable experiences through a diverse and customer-focused workforce.