Customer Service Representative – Aldar Retail Management

ALDAR; Ras Al Khaimah; On-site; AED 67,000 - 100,000; Full time

Job summary

Aldar Retail Management at Al Hamra Mall in Ras Al Khaimah is seeking a Customer Service Representative to greet guests, answer inquiries, and support mall operations with a guest-first approach.

The role requires 3–5 years in customer service, a bachelor’s or diploma in Business/Hospitality/Marketing, fluent English, and strong communication. Shifts include weekends and holidays, with interactions across visitors and retailers.

Qualifications

• 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 are an advantage.
• Professional appearance, warm personality, and strong communication skills.
• Attention to detail, reliability, and a proactive, guest-first attitude.

Responsibilities

• Greet and welcome mall visitors, assist with inquiries, and provide guest experience.
• Respond to questions about stores, events, and services with confidence and professionalism.
• Direct guests with clear directions to stores, facilities, and amenities; handle phone and email inquiries.
• Escalate issues when needed; support with lost and found procedures and guest feedback.
• Coordinate with mall management and departments to resolve guest issues promptly.

Skills

Fluent in English

Customer service

Communication skills

Education

Bachelor’s degree or diploma in Business/Hospitality/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.