Executive - Customer Service

Al Ghurair; United Arab Emirates; On-site; AED 120,000 - 180,000; Full time

Job summary

Al Ghurair is seeking an Executive – Customer Service within Mall Management to manage internal and external queries, handle complaints, and ensure smooth mall operations. The role requires a proactive mindset, professional presentation, and strong teamwork in a fast-paced environment.

The ideal candidate has 5+ years in customer service, a bachelor's degree in business administration or real estate, fluency in English and Arabic, and is Emirati.

Qualifications

• Bachelor's degree in business administration / real estate or relevant field preferred.
• Minimum of 5+ years of experience in Customer Service.
• Fluency in English and Arabic is required.
• Emirati talent only for this role.

Responsibilities

• Handle internal and external stakeholder queries via phone, in person, or email with standard responses.
• Independently manage customer complaints and decide on appropriate actions when escalation is not possible.
• Maintain a professional image at the customer service desk and ensure courteous service.
• Monitor mall operation aspects such as in-mall music, odor, safety systems, and general mall presentation to ensure smooth operations.
• Attract potential customers by responding to inquiries and guiding them to retailers and services.
• Data entry, account opening, and recording of complaints.
• Resolve retail or service problems by clarifying complaints, identifying causes, and coordinating corrective actions.
• Provide on-site support during events with coordination from relevant internal departments.
• Presentability, punctuality, and adequate knowledge are essential for CSO success and teamwork.

Skills

English fluency

Arabic fluency

Education

Bachelor's degree in business administration or real estate

Job description

At Al Ghurair, we remain dedicated to driving innovation and shaping the future. As we continue to look for the best and brightest talent to scale our growth, we currently have an amazing opportunity for Executive – Customer Service in our Mall Management team with Al Ghurair Property Management. We seek individuals who are not only experts in their field but also possess a proactive mindset, exceptional collaboration skills, and a passion for fostering a positive work culture.

What you’ll do?

• Professional handling and addressing of internal & external stakeholder queries (phone, face to face or via e-mail) with appropriate responses in-line with the organizational standards, messages, procedures and guidelines is mandatory.
• Handling customer complaint independently and deciding on the right course of action to be taken when the time or the situation does not permit to consult further.
• Maintaining an orderly and professional image through the customer service desk, appropriate conduct and sustained reactions are required skills for this position.
• Ensuring complementary mall operation specific are under control and operating as expected such as in-mall music, general mall odor, smoke detection, common areas lighting and general attributes of mall presentation.
• Attracts potential customers by responding to enquirers; suggesting information about other retailers and services.
• Data entry, account opening, recording of complaints.
• Resolves retail or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Supports when requested by event suppliers on site during live shows & arranging support from internal department and ensure smooth flow of events and activities.
• Presentability, punctuality, adequate knowledge are key to a CSO's success on the job and contributes to team effort by accomplishing related results.

Who you are?

• Bachelor’s degree in business administration / real estate or relevant field is preferred.
• Minimum of 5+ years of experience in Customer Service domain.
• Fluency in English and Arabic is required.
• This role is meant for an Emirati talent only.

Who are we?

Al Ghurair is a leading diversified family business group in the Middle East, founded in 1960 with operations spanning six key industry sectors: Foods and Resources, Properties, Construction and Services, Energy, Mobility, and Ventures. Headquartered in Deira, we are proud to employ approximately 28,000 people across more than 50 countries worldwide. We are looking for passionate and talented individuals to join us in our journey. At Al Ghurair, you have the opportunity to contribute to a legacy of excellence and be part of a team that is shaping the future of the UAE and beyond. Discover more about us at: www.al-ghurair.com

Why join us?

We’re a vibrant community where individuals thrive and careers flourish. Our diverse community embodies this spirit, fostering a sense of belonging and connection. Here, respect, support, and open communication form the very fabric of our work environment, to fulfil our core Purpose of ‘Enhancing Life’. When you work with us, you become part of our shared purpose, collaborating with colleagues who share your passion and commitment to success.