Mall Information Concierge - Elevate Visitor Experience

Majid Al Futtaim; Dubai; On-site; AED 56,000 - 84,000; Full time

Job summary

Majid Al Futtaim seeks a Customer Service Officer - Mall Information in Dubai to assist visitors with store locations, services, and promotions. You will resolve complaints, guide customers, and support daily desk operations in a luxury shopping environment.

The ideal candidate has at least 2 years of customer service experience, strong communication skills, and the ability to manage inquiries calmly. The role emphasizes accurate information, payment handling, and effective escalation when

Qualifications

• High school diploma or equivalent qualification.
• Minimum 2 years of experience in a customer service position.
• Previous experience within a reputable shopping centre or luxury hotel environment in the GCC or internationally is preferred.
• Strong customer-facing communication skills and a professional service approach.
• Able to provide accurate directions and information in a busy shopping destination.
• Comfortable handling customer complaints while remaining calm, courteous, and solution focused.
• Able to follow detailed service procedures and escalation protocols.
• Strong attention to accuracy when handling payments and Gift Card transactions.
• Capable of learning and retaining detailed information about stores, services, facilities, promotions, and mall layouts.
• Reliable in working under the direction of supervisors while independently handling routine customer inquiries.
• Strong interpersonal skills for engaging with visitors from diverse cultural backgrounds.
• Able to maintain service quality during peak shopping periods and high customer volumes.

Responsibilities

• Maintain current knowledge of shopping centre stores, locations, services, amenities, facilities, and mall layouts.
• Stay informed about ongoing and upcoming promotions, events, campaigns, and customer activities across the operating asset.
• Support the smooth daily operation of the Customer Service Information Desk under the guidance of supervisors and team leaders.
• Follow established customer service processes, procedures, and service standards during all interactions.
• Provide visitors with clear directions to stores, facilities, parking areas, services, and other mall destinations.
• Respond professionally to customer inquiries received in person or by telephone.
• Explain promotional activities, upcoming events, customer programs, and available mall services accurately.
• Assist with shopping centre-specific customer service duties assigned during daily operations.
• Receive customer complaints with courtesy and professionalism and work toward appropriate resolution.
• Apply established complaint-handling procedures and elevate cases when required.
• Ensure complaints are managed within agreed Service Level Agreements and relevant customer service guidelines.
• Maintain clear communication with customers while complaints or service requests are being resolved.
• Execute the Gift Card program within the assigned shopping centre in accordance with approved procedures.
• Process payments related to Gift Card activities accurately and maintain compliance with prescribed payment-handling controls.
• Protect transaction integrity by following established cash and payment procedures.
• Coordinate with colleagues and relevant mall teams when customer requests require operational assistance.
• Maintain a welcoming, organized, and professional information desk environment throughout operating hours.

Skills

Customer service

Front desk service

Complaint resolution

Gift Card operations

Payment handling

Mall navigation assistance

Education

High school diploma

Job description

Majid Al Futtaim seeks a Customer Service Officer - Mall Information in Dubai to assist visitors with store locations, services, and promotions. You will resolve complaints, guide customers, and support daily desk operations in a luxury shopping environment.

The ideal candidate has at least 2 years of customer service experience, strong communication skills, and the ability to manage inquiries calmly. The role emphasizes accurate information, payment handling, and effective escalation when