Customer Service Officer

Deerfields Mall; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A prominent shopping center in Abu Dhabi is seeking a Customer Service Officer to ensure excellent guest experiences by efficiently handling inquiries and supporting mall operations. The ideal candidate must possess strong communication skills in both English and Arabic, have proven experience in customer service, and excel in problem-solving. This position involves direct guest interaction and requires a customer-centric approach to address and resolve issues effectively.

Qualifications

• Proven experience in customer service or front-facing roles, preferably in a retail or mall environment.
• Excellent communication and interpersonal skills.
• Fluent in English and Native Arabic.

Responsibilities

• Manage incoming calls and customer service inquiries promptly and professionally.
• Provide mall visitors with accurate directions and information regarding stores.
• Address customer complaints and coordinate with internal departments for resolution.

Skills

Strong communication skills in English and Arabic

Customer-centric approach

Problem-solving abilities

Ability to handle pressure

Education

High school diploma or equivalent

Training in hospitality or customer service

Tools

Microsoft Office

CRM systems

Job description

Reporting To: Customer Service Supervisor / Mall Management

Job Purpose:

The Customer Service officer plays a vital role in ensuring excellent guest experiences at Deerfields Mall by handling customer inquiries, providing accurate information, resolving issues efficiently, and supporting mall operations through strong coordination with internal departments and tenants.

Key Responsibilities:

• Manage incoming calls and customer service inquiries promptly and professionally.
• Provide mall visitors with accurate directions and information regarding stores, services, and facilities.
• Monitor and respond to customer service emails, escalating or forwarding messages to the concerned departments.
• Conduct and record the Deerfields Mall Customer Satisfaction Survey to gather feedback and insights.
• Log customer requests for brands or stores not currently available in the mall.
• Facilitate the sale of Deerfields Mall Gift Vouchers and manage related inquiries.
• Ensure the customer service desk is presentable and well-equipped with printed mall directories.
• Maintain and regularly update the tenant contact database.
• Distribute gifts or vouchers to social media campaign winners as provided by the Marketing Department.
• Manage the issuance and return tracking of power banks to customers.
• Distribute and collect Tenant Contact Forms for new tenants (shops/kiosks).
• Address customer complaints and coordinate with internal departments (Operations, Leasing, Marketing) for timely resolution, escalating only when necessary.
• Support seasonal marketing campaigns by generating customer data and issuing coupons if applicable.
• Provide wheelchairs and assistance to individuals with special needs, maintaining proper issuance records.
• Respond to medical emergencies by assisting unconscious or sick customers and coordinating with security and emergency services as required.
• Diligently manage daily tasks including customer feedback, complaints, lost-and-found handling, and follow-ups.
• Assist in the safe return of lost children to their parents or guardians in coordination with mall security.
• Maintain positive and cooperative relationships with internal departments, colleagues, and tenants.
• Foster a team-oriented environment by providing constructive feedback, promoting cooperation, and encouraging mutual trust.
• Support operations in conducting inspections of tenant outlets to ensure safety and hygiene standards are met.
• Submit daily reports that include customer suggestions, issues, and relevant observations.

Qualifications & Requirements:

• We are seeking a candidate with strong communication skills in both English and Arabic with Proven experience in customer service or front-facing roles, preferably in a retail or mall environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to handle pressure and remain calm in emergency situations.
• Proficient in Microsoft Office and familiar with CRM or reporting systems.
• Fluent in English and Native Arabic.
• High school diploma or equivalent; additional training in hospitality or customer service is a plus.

Interested candidates may submit their CVs to [e-mail]

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