Job Description

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day
Overview of the role:
To provide exceptional front-line customer service that enhances the shopping experience for all visitors to the retail centre. The role involves welcoming guests, addressing inquiries and concerns, offering accurate information about the mall's services, stores, and promotions, and ensuring that all customer interactions reflect the mall's commitment to service excellence. The customer service staff also supports daily operations by coordinating with internal teams and tenants, contributing to a safe, friendly, and customer-focused environment.
This role is responsible for delivering a high standard of customer service in a professional, courteous, and efficient manner, reflecting the company's commitment to excellence within the shopping centre industry. As the face of Dubai Festival City Mall, the Customer Service staff will handle all visitor inquiries and assistance with a friendly and solution-oriented approach. The role requires strict adherence to the Customer Service Guidelines and full compliance with all HR policies and procedures
What you will do:
Customer Service:

• Responsible for delivering exceptional customer service to all visitors, with sensitivity to cultural differences and an understanding of diverse customer expectations

Site Knowledge:

• Responsible for developing an in depth understanding of the retail centre to assist to any customer queries.

Mall Collaterals:

• Responsible for maintaining adequate stock of mall collaterals.

Resolution of Problem:

• Responsible for proactively resolving customer complaints/ issues within the delegated level of authority

Coordination:

• Coordinate with other departments within the mall, with respect to any issues relevant to these areas.

Sales:

• Provide Gift Card and Business Service Support

Management Support:

• Provide support to the inter-departments at DFCM so as to provide management front line data to understand public opinion, gauge visitor experience or make business and marketing decisions.

Emergency Aid and Response Team Member:

• Provide basic level first aid services and emergency assistance to the customer.

Skills Required