Customer Service Representative

Cloud Spaces; Ras al-Khaimah; On-site; AED 50,000 - 70,000; Full time

Job summary

A leading mall service provider is looking for a Customer Service Representative to enhance guest experiences at Al Hamra Mall. This role involves greeting visitors, managing inquiries, and ensuring satisfaction through effective service. The ideal candidate has 3-5 years of customer service experience, preferably in retail or hospitality, and holds a Bachelor's degree in Hospitality. The position requires adaptability to rotational shifts, including weekends. Strong customer service skills are essential for success.

Qualifications

• 3–5 years of experience in customer service, preferably in malls or retail environments.
• Expertise in Guest Satisfaction and Customer Service.

Responsibilities

• Greet and welcome all mall visitors warmly, providing signature guest experience.
• Respond to inquiries about stores, events, and promotions.
• Manage lost and found procedures accurately.

Skills

Guest Service

Communication Skills

Problem Solving

Education

Bachelor's Degree in Hospitality

Job description

Customer Service Representative – ARM

We’re looking for a Customer Service Representative to join the team at Al Hamra Mall, representing Aldar Retail Management and delivering exceptional service to every guest. You’ll be the first point of contact for visitors — assisting with inquiries, supporting mall operations, and ensuring a smooth and enjoyable experience for all.

Key Responsibilities

Guest Experience

• Greet and welcome all mall visitors warmly, providing signature guest experience.
• Respond to inquiries about stores, events, promotions, and services with confidence and professionalism.
• Guide guests with clear directions to stores, facilities, and amenities.
• Handle customer feedback, questions, and complaints promptly and courteously, escalating when needed.
• Manage lost and found procedures accurately and efficiently.
• Handle phone and email communications from guests.
• Offer assistance to guests with special needs to ensure a comfortable visit.

Operational Support

• Monitor mall areas, reporting safety or cleanliness concerns to management or security.
• Coordinate with mall management and relevant departments to resolve guest issues efficiently.
• Distribute promotional materials and inform guests about mall events and services.
• Support CX activations and in‑mall promotional activities.
• Manage petty cash and ensure accurate end‑of‑day reconciliations.

Retailer & Tenant Relations

• Act as a liaison between mall management and retailers for service‑related matters.
• Gather and relay tenant feedback or requests to the appropriate teams.

What Success Looks Like

• High guest satisfaction (NPS, CSAT, Mystery Shopper results).
• Strong stakeholder engagement with retailers and mall management.
• Consistent adherence to service standards and timely issue resolution.

Working Conditions

• Based at Al Hamra Mall, with daily interaction with guests and retailers.
• Requires presence during mall operational hours, weekends, and key seasonal activations.
• Rotational shifts, including weekends and holidays.

Qualifications

• 3–5 years of experience in customer service, within mall environments, retail, luxury service, or hospitality.
• Guest Satisfaction, Guest Experience, Customer Service expertise.
• Located in Ras Al Khaima.
• Bachelor’s Degree in Hospitality.