Mall Concierge & Customer Experience Specialist

Al-Futtaim; Dubai; On-site; AED 30,000 - 42,000; Full time

Job summary

Al-Futtaim is seeking a Customer Service Assistant for Dubai Festival Plaza to efficiently manage the customer service desk, handle visitors' queries, and reflect the company's reputation in the mall environment. The role requires fluency in English and weekend availability, with 1–3 years' experience in retail or hospitality.

The candidate will assist with mall services, support events, and collect daily feedback to improve visitor experience.

Qualifications

• Graduation in any degree.
• Fluency in English, with Arabic preferred.
• 1-3 years of relevant customer service experience in a shopping center or hospitality, with a preference for front-desk experience.
• Ability to work on weekends, official holidays, and outside official working hours.
• Basic knowledge in administration, sales, and accounting.
• Demonstrated behavioural competencies such as being friendly, approachable, honest, trustworthy, flexible, efficient, proactive, punctual, reliable, and possessing a positive, cheerful mentality.

Responsibilities

• Provide high standards of customer service to visitors, considering cultural sensitivities and varying expectations.
• Answer questions related to store locations, mall services, operating hours, promotions, and marketing events.
• Conduct daily walks as part of the shift to stay updated on mall/store changes.
• Offer solutions to customer complaints and resolve issues in a professional and timely manner.
• Maintain a positive and approachable attitude to create a welcoming atmosphere for customers and staff.
• Work closely with the customer service team to ensure smooth department operations.
• Provide concierge-style assistance, including offering directions and coordinating mall services (e.g., lost and found, stroller, wheelchair).
• Assist and support with the sales of mall gift cards, promote mall promotions and events.
• Collect and record customer feedback daily to improve services and customer satisfaction.
• Provide suggestions to the management based on customer insights.
• Coordinate and work closely with internal departments, mainly security and operations.
• Support the marketing department during events, including on-ground coordination and managing coupon distribution.
• Provide basic first aid and emergency assistance to mall customers if required.

Skills

Customer relations

Flexible hours

Administration & sales basics

Problem solving

Education

Graduation in any degree

Job description

Al-Futtaim is seeking a Customer Service Assistant for Dubai Festival Plaza to efficiently manage the customer service desk, handle visitors' queries, and reflect the company's reputation in the mall environment. The role requires fluency in English and weekend availability, with 1–3 years' experience in retail or hospitality.

The candidate will assist with mall services, support events, and collect daily feedback to improve visitor experience.