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Customer Service Assistant | Dubai Festival Plaza | AFGRE | UAE

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Date: 02-Jan-2019

Location: AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: [[32529]] 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.


As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.


Come join us to live well, work better, and be the best.

Job Title:                             Customer Service Assistant

Reports to:                          Office Manager

Department:                        Mall Management

Location:                             Dubai Festival Plaza (DFP), Jebel Ali, Dubai UAE



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



Customer Service:

  • Responsible for providing high standards of customer service to visitors bearing in mind cultural sensitivities and varying levels of expectations.

Site Knowledge:

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

Gift Cards/ Mall promotions:

  • Responsible for the sale and distribution of mall branded gift cards.
  • Support and execution for mall promotions where required. 

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


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

Management Support:

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

Emergency Aid:

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



The role is required to provide high level of customer service experience services in a professional and efficient manner which will reflect the company’s reputation in the shopping centre industry.  Serve as a point of contact for Festival Plaza for responding and assisting all customer queries in a friendly and efficient manner.



Minimum Qualifications and Knowledge:

  • Graduation in any degree.
  • Fluent in English, preferably in Arabic or any other language would be an advantage.


Minimum Experience:

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


Job-Specific Skills:

  • Customers relations support
  • Accept working on weekends, official holidays and outside the official working hours


Behavioural Competencies:

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




We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.


Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.


As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.