Customer Service Assistant

Job description / Role

Overview of the role

The overall purpose of this role is to efficiently manage the customer service desk and handle customer issues, queries, and problems in a professional and courteous manner to achieve service standards and enhance visitor experience to the mall.

The role is required to provide a high level of customer service experience in a professional and efficient manner, which will reflect the company’s reputation in the shopping center industry. Serve as a point of contact for the mall and for responding to and assisting with all customer queries in a friendly and efficient manner. Abide by the customer service guidelines as well as all HR policies.

What you will do

Customer service:

• Responsible for providing high standards of customer service to visitors bearing in mind cultural sensitivities and varying levels of expectations.
• Answer questions related to store locations, mall services, operating hours, promotions, and marketing events.
• Conduct daily walks as part of the shift to be updated on any changes in the mall or stores.
• 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 as well as within the team.
• Work closely with the customer service team and support each other to ensure the department runs smoothly overall.
• Provide concierge-style assistance, including offering directions, arranging transportation, and coordinating mall services (e.g., lost and found, stroller, wheelchair, etc.).
• Assist and support with the sales of the mall gift card, push the mall promotions with customers, and promote mall events.
• Collect and record customer feedback on a daily basis to help improve services and overall customer satisfaction.
• Provide suggestions to the management team based on customer insights.
• Coordinate and work closely with internal departments, mainly security and operations as required.
• Support the marketing department during events, on-ground coordination with suppliers, managing coupons distribution for promotions, and any other assistance as needed.
• Provide basic level first aid services and emergency assistance to mall customers if required.

Site knowledge:

• Responsible for developing an in-depth understanding of the retail center to assist with any customer queries. This includes updated knowledge of store locations, temporary setups, services, marketing events, and promotions.

Resolution of problem:

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

Coordination:

• Daily and detailed coordination with other members of the customer service team to ensure smooth operations and positive team spirit.
• Coordinate with other departments within the mall with respect to any issues relevant to these areas.

Management support:

• Provide support to all the departments as required to provide management frontline data to understand public opinion, gauge visitor experience, or make business and marketing decisions.

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Required skills to be successful

Behavioral competencies:

• Friendly, approachable, honest, and trustworthy
• Be flexible and efficient
• Proactive, punctual, and reliable
• Positive, cheerful mentality and open to work attitude

What qualifies you for the role

Minimum qualifications and knowledge:

• Graduation in any degree
• Fluent in English, Arabic preferred

Minimum experience:

• 3-5 years’ relevant customer service experience in a shopping center or hospitality background, preference for front-desk.

Job-specific skills:

• Customer relations support
• Accept to work on weekends, official holidays, and outside official working hours
• Basic admin, sales, and accounting knowledge

About Al-Futtaim Malls

Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers.

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million square feet of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar, and Zenata Mall in Morocco.

Leveraging the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practices and deploying Al-Futtaim Mall’s deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

About the Company

Established in the 1930s, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940s and 50s saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.