Customer Service Assistant I Real Estate I DFC Mall

Overview

Job Requisition ID: 171348 

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:

• The Customer Service Assistant at Dubai Festival City Mall is tasked with enhancing the visitor experience through exceptional front-line service. This role involves welcoming guests, addressing inquiries, and providing accurate information about mall services, among other duties. Success in this role hinges on cultural sensitivity, quick problem resolution, and effective coordination with internal teams. The position contributes to a customer-focused environment, supporting daily mall operations and ensuring service excellence reflects the company’s standards.

What You Will Do:

Customer Service

• Deliver exceptional customer service with cultural sensitivity and understanding of diverse expectations.
• Assist mall customers with a friendly and welcoming attitude.
• Provide updated information on store openings, closures, and promotions.
• Maintain updated contact information for store managers and emergency contacts.
• Assist with mall services such as hands-free shopping and taxi arrangements.
• Provide on-ground support during events and peak times.

Site Knowledge

• Develop in-depth knowledge of mall layout, including entrances, exits, lifts, restrooms, and emergency services.
• Conduct regular mall visits to stay updated on industry developments.
• Coordinate with mall departments for updated information on services.

Mall Collaterals

• Maintain adequate stock of mall collaterals and ensure e-directories are equipped.
• Provide information on offers, promotions, and tourist information at customer service desks.

Resolution of Problems

• Proactively resolve customer complaints/issues within authority limits.
• Ensure all complaints are recorded, tracked, and resolved courteously.

Coordination

• Coordinate daily with departments such as HK, Security, and Operations to resolve customer-reported issues.

Sales and Management Support

• Perform daily sales of gift cards and business services.
• Maintain monthly sales quota set by the department.
• Assist in administrative tasks and management support as requested.

Emergency Aid and Response

• Provide basic first aid services and emergency assistance.
• Participate as an ERT member and stay up-to-date with security training.

Required Skills To Be Successful:

• Customer Service Excellence
• Verbal and written communication
• Problem Solving and Complaint Handling
• Team Collaboration

What Qualifies You For The Role:

• Graduation in any degree.
• Fluency in English, with preference for additional languages like Arabic.
• 2 years of relevant experience in customer service, preferably in a mall or hospitality.
• Strong skills in customer service, communication, problem-solving, and POS handling.

About Al-Futtaim Group Real Estate
The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years. 
Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.
AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.