Customer Service Representative – Aldar Retail Management

شركة الدار العقارية ش.م.ع; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A retail management company in Ras al-Khaimah seeks a Customer Service Representative to enhance guest experience at Al Hamra Mall. This role involves greeting visitors, responding to inquiries, and supporting mall operations. The ideal candidate has 3–5 years of experience in customer service, a degree in Business or Hospitality, and strong communication skills. You will engage with guests and manage feedback to ensure satisfaction and improve services during operational hours, including weekends and holidays.

Qualifications

• 3–5 years of progressive experience in customer service, ideally within shopping mall environments, retail, luxury service, or hospitality.
• Fluent in English (Arabic or other languages an advantage).
• Professional appearance and warm personality.

Responsibilities

• Greet and welcome all mall visitors warmly.
• Respond to inquiries about stores, events, promotions, and services.
• Handle customer feedback and complaints promptly.
• Monitor mall areas for safety and cleanliness concerns.
• Act as a liaison between mall management and retailers.

Skills

Customer service experience

Strong communication skills

Attention to detail

Proactive guest-first attitude

Education

Bachelor’s degree or diploma in Business, Hospitality, or Marketing

Job description

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 & Experience

• 3–5 years of progressive experience in customer service, ideally within shopping mall environments, retail, luxury service, or hospitality.
• Bachelor’s degree or diploma in Business, Hospitality, or Marketing.
• Fluent in English (Arabic or other languages an advantage).
• Professional appearance, warm personality, and strong communication skills.
• Attention to detail, reliability, and a proactive, guest-first attitude.